Cisco Cisco IPCC Web Option User Guide
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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
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName and
Enterprise_Skill_Group.EnterpriseSkillGroupID
Enterprise_Skill_Group.EnterpriseSkillGroupID
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to this Skill Group in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
ASA
The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for
the skill group as the total time callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number of tasks begun.
the skill group as the total time callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf/
Skill_Group_Half_Hour.CallsAnsweredToHalf
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks: Total
The total number of tasks completed by this skill group in the half hour interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
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 in
the half hour interval.
the half hour interval.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf