Cisco Cisco IP Contact Center Release 4.6.2 User Guide

IPCC Skill Group Report Templates

Peripheral Skill Group Historical Reports

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

Complete Tasks: Avg Wrap Time

The Average Handle Time in HH:MM:SS (hour, minutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf

Complete Tasks: Aban Hold

The number of ICM routed calls that Abandon While on hold at agents’ phones and/or
the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf

*Supv Assist

The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf

*Emerg Assist

(IPCC only) The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

*Barge In

(IPCC only) The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

*Intercept

(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

Skill Summary

The total fields for each skill group.

Media Summary

The total fields for each media routing domain.

Report Summary

The total fields for all skill groups.