Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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

IPCC Skill Group Report Templates

Peripheral Skill Group Historical Reports

Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ 
(Skill_Group_Half_Hour.LoggedOnTimeToHalf - 
Skill_Group_Half_Hour.NotReadyTimeToHalf))
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf

The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) 
calculated from the total time callers spent ringing at the agent’s voice device (handled 
or internal calls) divided by the number of tasks begun. 
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 
Skill_Group_Half_Hour.CallsAnsweredToHalf

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

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

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

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

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

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

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

The total fields for each skill group.