Cisco Cisco IPCC Web Option User Guide
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ICM WebView Online Help
Skill Group Reports
entskg23: Enterprise Skill Group Performance Summary Half Hour Report
AHT
The Average Handle Time for tasks sent to the skill group.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Avg Active Time
The Average Active Time for the agents in the skill group.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf)
AWT
The Average Wrap Up Time for agents in the skill group.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf)
Aban Hold
The number of ICM routed calls that Abandon While on hold at agents’ phones.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
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
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.