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
RTR Error Count
The number of tasks that resulted in an error condition
in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
Service Level
The service level for the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf
SL Tasks
The number of tasks that are answered within the
skill group service level threshold in
the half hour interval. Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
SL Tasks Aban
The number of tasks that are abandoned within the
skill group service level threshold in
the half hour interval. Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf
SL Tasks Dequeued
The number of tasks that are dequeued from a
skill group within the skill group service
level threshold in the half hour interval. Example: if a call is queued to two skill groups,
and was answered by one of the skill groups. the call is considered as dequeued in the
other skill group. Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
SL Error Count
The number of tasks that resulted in an error condition
from a skill group within the
skill group service level threshold in the half hour interval. Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The number of tasks that are redirected with no answe
r within the skill group service
level threshold in the half hour interval. Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelRONAToHalf
Net Cons Out
The number of network consultative calls completed
by agents who have at least one
call on hold.
Derived from: Skill_Group_Half_hour
.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call
on hold.
Derived from: Skill_Group_Half_hour
.NetConsultativeCallsTimeToHalf