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 In
The number of internal calls received by skill gro
up agents in the half hour interval. The
value is incremented when the after-call work time associated with the call has
completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The total time in HH:MM:SS (hours, minutes, se
conds) that internal calls were received
by skill group agents in the half hour interval. The value is incremented when the
after-call work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf
*Internal Hold
The total number of internal calls skill group age
nts placed on hold at least once. The
value is incremented when the after-call-work time associated with the call completes.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
completed internal calls
were placed on hold in the half hour interval. The value is incremented when the
after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Redirect No Answer Tasks
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because the agent did not respond.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Redirect No Answer Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks to the skil
l group waited
before being redirected on failure to answer. The value is incremented at the time the
call is diverted to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Short Tasks
The number of tasks answered by skill group agents whe
re the duration of the calls
falls within a short threshold. You might choose to factor these calls out of handle time
statistics that you calculate.
A call is determined to be a short call if it
is abandoned before the Abandoned Call Wait
Time expired. Short calls are not considered abandoned and they are not accounted for
in any of the ICM abandoned calls calculations. This field is dependent on the
AbandondedCallWaitTime threshold.
Derived from: Skill_Group_Half_Hour.ShortCallsToHalf