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
Completed Tasks: Handled
The number of ICM Routed tasks handled within this skill group in the half hour
interval.
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 in the half hour interval.
handled by the skill group in the half hour 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 in the half hour 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 in the half hour interval.
paused tasks ended by the agents within this skill group in the half hour 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
*Transfer Out
The number of tasks this agent transferred to another agent or skill group in the half
hour interval. This includes Consultative Calls. The value is updated in the database
when the transfer of the call is completed.
hour interval. This includes Consultative Calls. The value is updated in the database
when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external
call in the half hour interval. For routing skill groups: the number of times an agent
initiated a transfer or conference to an external device in the half hour interval.
call in the half hour interval. For routing skill groups: the number of times an agent
initiated a transfer or conference to an external device in the half hour interval.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf