Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report
Overview:
Subject
A table of the selected enterprise skill group(s) showing call
statistics gathered in half-hour increments
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
The report displays the same data as the Perskg31 report except
that this data is organized by enterprise skill group rather than by
media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
statistics gathered in half-hour increments
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
The report displays the same data as the Perskg31 report except
that this data is organized by enterprise skill group rather than by
media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show the call activity for the selected enterprise skill groups for
the selected time period.
the selected time period.
Applicable environment
IPCC only
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour
Enterprise_Skill_Group
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour