Cisco Cisco E-Mail Manager Unity Integration Option User Guide
5-78
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Completed Tasks: Aban
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf)
Skill_Group_Half_Hour.AbandonCallsRingToHalf)
Completed Tasks: Redirect No Answer
The number of tasks for this skill group that were redirected rather than answered
within the interval.
within the interval.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Handled
The number of ICM Routed tasks handled within this skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks
handled by the skill group during the interval.
handled by the skill group during the interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf)
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban Hold
The number of ICM routed tasks that abandoned while on hold and/or the number of
paused tasks ended by the agents within this skill group during the interval.
paused tasks ended by the agents within this skill group during the interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Transfer In
The number of incoming tasks 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.
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.
In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is
sent to a skill group.
sent to a skill group.
In IPCC Enterprise, a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf