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
*Conf In Tasks
The number of incoming calls skill group agents
were conferenced into. Incoming calls
include ACD and non-ACD calls. The value is incremented when the agent drops off the
call of the call becomes a simple 2 party call.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that
skill group agents were
involved in an incoming conference calls. Incoming calls include ACD and non-ACD
calls. The value includes hold time and is incremented when the agent drops off the call
or the call becomes a simple 2 party call.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Conf Out Tasks
The number of conference calls skill group agent initiated. Initiated calls include ACD
and non-
ACD calls. The value is incremented when the agent drops off the call of the
call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) tha
t skill group agents spent in
conference calls they initiated. Calls include are ACD and non-ACD calls. The value
includes hold time and is incremented when the agent drops off the call or the call
becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Hold
The total number of completed inbound tasks the skill group agents placed on hold or
paused
at least once. The value is incremented when the after-task work time
associated with the task completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold Time
The total total time in HH:MM:SS (hours, minutes, se
conds) that completed tasks were
placed on hold or paused in the half hour interval. The value is incremented when the
after-task work time associated with the task has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf