Cisco Cisco IP Contact Center Release 4.6.1 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
Completed Tasks: Handled
The tasks handled by the skill group during the half-hour interval. The count for
handled tasks associated with a skill group is updated when the after-task work time
associated with the task (if any) has completed.
handled tasks associated with a skill group is updated when the after-task work time
associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: % Aban
The percentage of abandoned tasks in relation to all tasks completed by the skill group.
This includes abandon in queue and abandon while ringing calls.
This includes abandon in queue and abandon while ringing calls.
Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
SGHH.AbandonRingCallsToHalf) / (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf))
SGHH.AbandonRingCallsToHalf) / (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf))
Completed Tasks: % Handled
The percentage of completed tasks that were handled at the skill group in relation to
the number of tasks queued to the skill group during the interval.
the number of tasks queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Completed
where Total Calls Completed =
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal calls received by skill group agents during the half-hour
interval.
interval.
This includes calls that were received from another agent through the transfer or
conference key that did not go through a script or for agent to agent tasks. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed. This applies to default Skill Groups only.
conference key that did not go through a script or for agent to agent tasks. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed. This applies to default Skill Groups only.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external
call.
call.
For routing skill groups: the number of times an agent initiated a transfer or conference
to an external device. The value is updated in the database when any after-call work
time associated with the call is completed.
to an external device. The value is updated in the database when any after-call work
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
For default skill groups: the number of times an agent initiated an outgoing internal
call.
call.
For routing skill groups: the number of times an agent initiated a transfer or conference
to an internal device. The value is updated in the database when the after-call work
time associated with the call (if any) is completed.
to an internal device. The value is updated in the database when the after-call work
time associated with the call (if any) is completed.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf