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
*Internal Out
The number of internal calls to the skill group in the
half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill
group occurred in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Supervisor Assist Tasks
The number of tasks for which agents received supervisor assista
nce in the half hour
interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supervisor Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls
occurred in th
e half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in
the skill group spent talking or doing call
work in the half hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*Agent Out Tasks
The total number of completed
outbound ACD calls made by agents in the skill group,
during a half-hour interval. The value is updated in the database when any after-call
work time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Agent Out Tasks Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound ACD calls handled by the
agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the
time spent from the call being initiated by the agent 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_Half_Hour.AgentOutCallsTimeToHalf