Cisco Cisco IP Contact Center Release 4.6.1 User Guide

the call to the target agent only in IPCC Enterprise with an IPCC System PG and System IPCC
deployments. This is also applicable when IPCC System PG with CVP is used in IPCC Enterprise
and System IPCC deployments.

How Database Fields Are Affected by Transfers and Conferences

Transfers and conferences affect fields in the Agent_Skill_Group_Half_Hour database table.

The TransferIn field is incremented for the target agent if all of the following conditions are
true:

•

The call was transferred (blind or consultative) by an agent to a call type or script that checks
for agent availability

•

For blind transfers only, an agent within the same peripheral was available at the time that
the transfer was initiated.

Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to another agent
and the agent answers the call. For this call scenario, this field is not updated in IPCC Enterprise
without an IPCC System PG which supports only IP-IVR. This field is updated when an IPCC
System PG which supports CVP is used in IPCC Enterprise.

The ConferenceIn field is incremented for the target agent receiving the conference call if all
of the following conditions are true:

•

The call was conferenced by an agent to a calltype or script that checked for agent availability

•

An agent within the same peripheral was available at the time that the conference was initiated

Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by another agent.
For this call scenario, this field is not updated in IPCC Enterprise without an IPCC System PG
which supports only IP-IVR. This field is updated when an IPCC System PG which supports
CVP is used in IPCC Enterprise.

The TransferOut field is incremented for the agent initiating either a blind or consultative transfer
when the initiating agent disconnects from the transfer.

The Conference Out field is incremented for the agent initiating a conference when the initiating
agent disconnects from the conference.

The ConsultativeCalls field is incremented for the initiating agent when the consultative call
disconnects and wrap up is complete. Note that consultative transfer is not supported for systems
using CVP as the VRU and therefore this field is never incremented if you are using CVP.

Note: If you are using CVP as the VRU, the transfer can be performed through a network transfer
or through the Cisco CallManager. If the network transfer is used, the TransferIn and TransferOut
fields do not display data for these transfers.

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