User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
*Current 5 Minutes Task Statistics:
Agent Out
The number of agents in the skill group
currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.AgentOutCallsTo5
*Current 5 Minutes Task Statistics:
Transfer In
The number of tasks transferred into the skill group during the rolling five minute
interval.
For blind transfers in IPCC Enterprise, the v
alue is updated in the database when an
agent blind transfers the call to an IVR.
For blind transfers in IPCC Enterprise with an
IPCC System PG, the value is not updated
in the database until the call that was blind transferred to an IVR is subsequently
transferred to another agent.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5
*Current 5 Minutes Task Statistics:
Transfer Out
The number of tasks transferred out of the skill group during the rolling five minute
interval. The value is updated in the database when the transfer of the call is
completed.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
*Current 5 Minutes Task Statisti
cs: Transfer In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent on calls
tr
ansferred into the skill group during the rolling five minute interval. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
*Current 5 Minutes Task St
atistics: Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls
made
by agents in the skill group during the rolling five minute interval. The value is updated
in the database when the after-call-work time associated with the call (if any) has
completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5
*Current 5 Minutes Task Statisti
cs: Auto Out Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for
complete
d AutoOut (predictive) calls handled by agents in the skill group during the
rolling five minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.
The AutoOutCallsTime value includes the time spent from the call being initiated to the
time the agent completes after-call work time for the call. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTimeTo5