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
Data:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The skill group's enterprise name and skill target ID
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime (no labe
l)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year)
for
mat.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Completed Tasks: Total
The number of tasks received by this skill group for the half
-hour interval.
Derived from: (Skill_Group_Half_Hour
.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban in Queue
The number of queued tasks for the skill group that were
abandoned from the router
queue (not the TDM queue) in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: Aban Ring
For Voice: the total number of calls that were aban
doned while the agent’s phone was
ringing.
For Non-voice: the total number of tasks that we
re abandoned while being offered to
an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Completed Tasks: Redirect No Answer
The number of tasks to the skill group that r
ang at an agent’s terminal and were
redirected on failure to answer. The value is updated in the database at the time the
call is diverted to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf