Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
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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 Enterprise Skill Group Reports
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Skill_Group_Half_Hour.DbDatetime
RTR Tasks Offered
The count of calls routed or queued for a skill in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
RTR Tasks Agent Aban
The count of calls abandoned after being routed to an agent in the last half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandToAgentToHalf
RTR Tasks Agent DeQueued
The count of calls dequeued from the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
RTR Error Count
The count of calls that resulted in an error condition in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
Service Level
The service level for the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf
SL Tasks
The count of calls that are routed to the skill group or queued to the skill group in the
last half hour interval.
last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
SL Tasks Aban
The count of calls that are abandoned within the skill group service level threshold in
the last half hour interval.
the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf
SL Tasks Dequeued
The count of calls that are dequeued from a skill group within the skill group service
level threshold in the last half hour interval.
level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf