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
*Transfer In
The number of incoming tasks that were transfe
rred 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 of
fered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent transferred to another age
nt or skill group. 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.TransferredOutCallsToHalf +
Skill_Group_Half_Hour
.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times a
n agent initiated an outgoing external
call. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in talking state within this skill
group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:S
S (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time during the interval the agents were logged into this skill group,
measured in H
H:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent
in the Not Active or Available state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf