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
*Active Reserve Time
(Outbound Option only) The number of seconds the agent spent talking on agent
reserv
ation calls in the half hour interval. TalkReserveTimeToHalf is included in the
calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Barge In Tasks
The number of tasks barged in on either by the supervisor or
by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept Tasks
The number of tasks intercepted either by
the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of tasks monitored either by the supervisor or
by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of tasks coached either by
the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agen
t or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Task Offered
The number of tasks received by this skill group for the half
-hour interval.
In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is
sent to
a skill group.
In IPCC Enterprise, a call is counted as of
fered only when it is answered.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
Tasks Queued
The number of calls queued to this skill group by the ACD in the
half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf
Note • In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway
PG, network queuing data is not available in the child or in the child agent/supervisor