Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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
Completed Tasks Incoming Avg Active Time
The average time that agents in the skill group were actively working on a incoming
task in the half hour interval. For voice, this is the average time spent while talking on
a call.
task in the half hour interval. For voice, this is the average time spent while talking on
a call.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold during the interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Completed Tasks Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold for the skill group during the interval.
were put on hold for the skill group during the interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
External Out
The total number of completed outbound tasks made by agents in the skill group. The
value is updated in the database when any after-task work time associated with the
task is completed.
value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
FTE # Agents (8 hr shift)
The FTE (full time equivalent) value for the number of agents logged on during an eight
hour shift.
hour shift.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf / (3600 * 8)
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for all fields for all skill groups in the report.