Cisco Cisco IP Contact Center Release 4.6.2 User Guide

functionality on behalf of the agent’s phone and calls the supervisor using the Supervisor or
Emergency Assist script. The following fields are incremented within the Agent Skill group
and Skill group tables against the default skill group.

InternalCallsRcvd

InternalCall, SupervisorAssistCalls/EmergencyAssist

For the agent, the call is reported in Tasks Handled and either Sup Assist or Emergency report
fields. For the supervisor, the call is reported in Tasks Handled report fields.

Barge-In

When the supervisor activates the Barge-in feature from his or her desktop, the agent’s desktop
completes a conference to the supervisor so that the supervisor can join into the conversation
with the call. The following fields are incremented for both the agent and the supervisor when
the barge-in feature is activated in the agent skill group and skill group tables.

Note: If you have deployed CVP as the VRU, data is not gathered for Barge-In.

BargeInCalls, InternalCallsRcvd

CallsHandled, InternalCalls, BargeInCalls

For the agent, the call is reported in Tasks Handled and Barge In report fields. For the supervisor,
the call is reported in Tasks Handled and Barge In report fields.

Intercept

If the supervisor decides to intercept (take over) the call, the supervisor activates the Intercept
button on his or her desktop. This causes the agent to be dropped out of the conference, thereby
allowing the supervisor to take over the call. The following fields are incremented during the
intercept operation for both the agent skill group and skill group tables.

Note: If you have deployed CVP as the VRU, data is not gathered for Intercept.

InterceptCalls

InterceptCalls

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)