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
Queued
The number of tasks queued to this Skill Group.
Derived from: Skill_Group_Half_Hour
.RouterCallsQueuedToHalf
ASA
The average speed of answer measured in HH:MM:S
S (hours, minutes, seconds) for
the skill group as the total time callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf/
Skill_Group_Half_Hour
.CallsAnsweredToHalf
Service Level Ans
The number of calls that are answered within the
skill group service level threshold in
the half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsToHalf
Sevice Level Aban
The number of calls that are abandoned within the
skill group service level threshold in
the half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsAbandToHalf
Note With the existence of a network VRU, this value includes time in the network queue.
Completed Tasks: Total
The total number of tasks completed by this Skill Group in the
half hour interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour
.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Completed Tasks: Aban
For Voice: The total number of calls in the half hour interval that were abandoned while
the agent
’s phone was ringing.
For Non-voice: The total number of tasks in the half hour interval that were abandoned
while
being offered to an agent.
Derived from: (Skill_Group_Half_Hour
.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf)
Completed Tasks: Redirect No Answer
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because the agent did not respond in the half hour interval.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf