Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Skill Group Reports
2 IPCC Agent Report Templates
Net Cons Out
The number of network consultative calls completed by agents who have at least one
call on hold.
call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
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
Agent By Skill Group Reports
This grouping of agents is useful for a Contact Center Supervisor or team lead that
is responsible for specific skill groups. For the report, select from the displayed list
of skill groups in your enterprise. For an overview of skill groups, see About Skill
Groups.
Note: Reports on agents in skill groups are sorted by media routing domain since
skill groups can belong to only one media routing domain but agents can belong to
more than one skill group. This way all the data on an agent in more than one skill
group remains together.
This section includes:
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