Cisco Cisco E-Mail Manager Unity Integration Option User Guide

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Historical Reports

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

(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the 
agent spent talking on outbound Preview calls during the half-hour interval. 
TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf. 
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf

(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the 
agent spent talking on agent reservation calls during the half-hour interval. 
TalkReserveTimeToHalf is included in the calculation of LoggedOnTimeToHalf. 
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf

The number of calls barged in on either by the supervisor or by the agent. 
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

The number of calls intercepted either by the supervisor or by the agent. 
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

The number of calls monitored either by the supervisor or by the agent. 
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf

The number of calls coached either by the supervisor or by the agent. 
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf

The number of emergency assist requests either by the agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

The number of calls received by this skill group for the half-hour interval. 
Derived from: Skill_Group_Half_Hour.CallsOfferedToHalf

The number of calls queued to this skill group by the ACD in the half-hour interval.
Note: Not applicable to IPCC.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf

The time in HH:MM:SS (hours, minutes, seconds) that agents were in the Interrupted 
state with respect to this skill group in the half-hour interval. This is currently not used 
in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf