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 Out
For default skill groups: the number of times an agent initiated an outgoing internal
call.
For routing skill groups: the number of times an agent initiated a transfer or conference
to an internal device. The value is updated in the database when the after-call work
time associated with the call (if any) is completed.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Transfer In
The number of incoming calls that were transferred
to this skill group from other
agents within the same peripheral that did not go to IVR for queuing. The value is
updated in the database when the call is completed.
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 offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of calls this agent transferred out of the skill group to other skill Groups or
agents
during the half-hour interval. This includes Consultative calls. The value is
updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf +
Skill_Group_Half_Hour
.NetTransferOutCallsToHalf
*Conf In
The number of incoming calls that were confe
renced to this skill group from other
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf Out
The number of conference calls that the skill group age
nts initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour
.ConferencedOutCallsToHalf +
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents receiv
ed supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf