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
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 that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks 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.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Handled
The number of ICM Routed tasks handled within this skill
group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: AHT
The average handle time in HH:MM:SS (hours, minu
tes, seconds) for incoming tasks
handled by the skill group during the interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf)
Completed Tasks: Aban Hold
The number of ICM routed tasks that abandoned while on hold and/or the number of
paused
tasks ended by the agents within this skill group during the interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf