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
desktop. The time spent in the network queue is not included in the reporting metrics in
the child. A call center manager who would normally only look at the IPCC child reports
will need to also look at the parent ICM reports for network queuing data.
• Not applicable to IPCC Enterprise withou
t an IPCC System PG and is not updated. In IPCC
Enterprise with an IPCC System PG, this field is applicable and is updated when a call is
queued to the skill group.
Interrupted Time
The number of seconds that agents were in t
he Interrupted state with respect to this
skill group in the half-hour interval. This field is currently not used in the database.
Derived from: Skill_Group_Half_Hour
.InterruptedTimeToHalf
Recovery Day
A value used internally by the ICM software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryDay
Recovery Key
A value used internally by ICM software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryKey
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT
(Greenwich Mean Time).
Derived from: Skill_Group_Half_Hour.TimeZone
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger
database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Skill_Group_Half_Hour.DbDatetime
RTR Tasks Offered
The number of tasks routed or queued for a skill in the last half hour
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
RTR Tasks Agent Aban
The number of tasks abandoned after being routed to an agent in the last half hour
interv
al.
Derived from: Skill_Group_Half_Hour
.RouterCallsAbandToAgentToHalf
RTR Tasks Agent DeQueued
The number of tasks dequeued from the skill
group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf