Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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.

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.

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

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)