Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
5-58
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
Queued
The number of tasks queued to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Completed Tasks: Total
The number of tasks received by this skill group for the half-hour interval.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban in Queue
The number of queued tasks for the skill group that were abandoned from the router
queue (not the TDM queue) in the half hour interval.
queue (not the TDM queue) in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: Aban Ring
For Voice: the total number of calls that were abandoned while the agent’s phone was
ringing.
ringing.
For non-voice: the total number of tasks that were abandoned while being offered to an
agent.
agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Completed Tasks: Redirect No Answer
The number of tasks to the skill group sent to an agent’s terminal and redirected on
failure to answer. The value is updated in the database at the time the call is diverted
to another device.
failure to answer. The value is updated in the database at the time the call is diverted
to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Handled
The tasks handled by the skill group in the half hour interval. The count for handled
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: % Aban
The percentage of abandoned tasks in relation to all tasks completed by the skill group.
This includes abandon in queue and abandon while ringing calls.
This includes abandon in queue and abandon while ringing calls.
Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
SGHH.AbandonRingCallsToHalf)/ (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf))
SGHH.AbandonRingCallsToHalf)/ (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf))