Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

IPCC Skill Group Report Templates

Peripheral Skill Group Historical Reports

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

The percentage of completed tasks that were handled at the skill group in relation to 
the number of tasks queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Completed
where Total Calls Completed = 
Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 
Skill_Group_Half_Hour.AbandonRingCallsToHalf + 
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 
Skill_Group_Half_Hour.CallsHandledToHalf 

The number of internal calls received by skill group agents during the half-hour 
interval. 
This includes calls that were received from another agent through the transfer or 
conference key that did not go through a script or for agent to agent tasks. The value is 
updated in the database when the after-call work time associated with the call (if any) 
is completed. This applies to default Skill Groups only. 
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf

For default skill groups: the number of times an agent initiated an outgoing external 
call. 
For routing skill groups: the number of times an agent initiated a transfer or conference 
to an external device. The value is updated in the database when any after-call work 
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf

For default skill groups: the number of times an agent initiated an outgoing internal 
call. 
For routing skill groups: the number of times an agent initiated a transfer or conference 
to an internal device. The value is updated in the database when the after-call work 
time associated with the call (if any) is completed. 
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf

The number of incoming calls that were transferred to this skill group from other 
agents within the same peripheral that did not go to IVR for queuing. The value is 
updated in the database when the call is completed. 
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf

The number of calls this agent transferred out of the skill group to other skill Groups or 
agents during the half-hour interval. This includes Consultative calls. The value is 
updated in the database when the transfer of the call is completed. 
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf

The number of incoming calls that were conferenced to this skill group from other 
agents on the same peripheral. Incoming calls include ACD and non-ACD calls. 
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf