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Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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IPCC Enterprise Skill Group Reports
5      IPCC Skill Group Report Templates
 
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 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
RTR Tasks Agent Aban
The count of calls abandoned after being routed to an agent in the last half hour 
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandToAgentToHalf
RTR Tasks Agent DeQueued
The count of calls dequeued from the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
RTR Error Count
The count of calls that resulted in an error condition in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
Service Level
The service level for the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf
SL Tasks
The count of calls that are routed to the skill group or queued to the skill group in the 
last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
SL Tasks Aban
The count of calls that are abandoned within the skill group service level threshold in 
the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf
SL Tasks Dequeued 
The count of calls that are dequeued from a skill group within the skill group service 
level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
SL Error Count
The count of calls that resulted in an error condition from a skill group within the skill 
group service level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The count of calls that are redirected with no answer within the skill group service level 
threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
Net Cons Out
The number of network consultative calls completed by agents who have at least one 
call on hold. 
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf