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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: Aban Hold
The number of ICM routed calls that Abandon While on hold at the agents’ phones 
and/or the number of paused tasks agents ended. 
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance. 
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.
Report Summary
The total fields for all skill groups.