Cisco Cisco Unified Contact Center Enterprise 9.0(1) 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 Peripheral Skill Group Reports
*Transfer In
The number of incoming calls 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 calls this agent transferred out of the skill group to other skill Groups or
agents in the half hour interval. This includes Consultative calls. The value is updated
in the database when the transfer of the call is completed.
agents in the half 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.TransferOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferOutCallsToHalf
Skill_Group_Half_Hour.NetTransferOutCallsToHalf
*Conf In
The number of incoming calls that were conferenced to this skill group from other
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
For blind conferences in IPCC Enterprise, the value is updated in the database when an
agent blind conferences the call to an IVR.
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf Out
The number of conference calls that the skill group agents initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour
interval. The value is updated in the database when the supervisor-assisted call
completes.
interval. The value is updated in the database when the supervisor-assisted call
completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in
the half hour interval.
the half hour interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf