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
*Transfer Out Tasks
The number of tasks transferred out of the ski
ll group in the half hour interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring Time
The ring total time in HH:MM:SS (hours, minutes,
seconds) before tasks to the skill
group abandoned. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour
.AbandonRingTimeToHalf
Aban Hold Tasks
The total number of tasks offered to the skill group that abandoned while being held or
paused
by the agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Agent Term
The total number of ACD calls that were te
rminated by an agent in the skill group
before the far end released. Value incremented at the time the call disconnects.
Includes AgentOutCallsToHalf and CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by
agents in the skill group with at least
one ACD call on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent handling a consu
ltative call with at least on ACD call on hold. The value is
incremented when the after-call-work time associated with the consultative call has
completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf