Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide

How Types of Calls are Affected by Transfer and Conference

The following table describes the fields that are incremented in the
Agent_Skill_Group_Half_Hour database table when different types of calls are transferred and
conferenced.

The InternalCall field is incremented for the source agent that initiates a transfer or
conference operation if the target agent is on the same CallManager cluster as the source
agent. This field is incremented after the call is disconnected.

Outgoing internal

The InternalCallsRcvd field is incremented for the target agent that completes a transfer
or conference if the agent dialed the target agent directly (that is, does not access an
ICM/IPCC routing script). This field is incremented after the call is disconnected.

Incoming direct/incoming
internal

The AgentOutCalls field is incremented for the source agent who completes a transfer or
conference to an external destination. This field is incremented after the call is disconnected.

Outgoing external

The CallsHandled field is incremented for the target agent if the call is sent to the agent
using an ICM/IPCC routing script. This field is incremented against the skill group to

ICM Routed

which the routing script queued the call. This field is incremented after the call disconnects
and wrap up is completed.

How Skill Groups are Affected by Transfer and Conference

The skill group for which transfer and conference data is reported depends on how the original
call was placed. In addition, there are some differences in how this data is reported between
IPCC Enterprise deployments that do not use the IPCC System PG (which supports both CVP
and IP-IVR) and IPCC Enterprise with the IPCC System PG/System IPCC deployments as
described in this section.

The transfer or conference is reported for the default skill group if the original call is a direct
call, placed to the agent's extension. For example, if an agent received a call directly to his
extension and then transferred the call, the transfer is reported for the default skill group of both
the agent who initiated the transfer and agent who received the transfer.

The transfer or conference is reported for the skill group to which the call was routed if the
original call was routed using an ICM/IPCC routing script to a specific skill group. For example,
if an agent in the Sales skill group received a Sales call and then transferred the call, the transfer
out is reported for the Sales skill group. The transfer in is reported for the skill group of the
agent who received the transfer.

Note: When an agent makes an outbound call as part of a consult call, the call is not attributed
to the Default Skill Group. It is attributed to the skill group for the consulting agent on the
original call.

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