Cisco Cisco IP Contact Center Release 4.6.1 User Guide
5-112
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
Preview Tasks
The total number of completed outbound Preview tasks made by the agent in the skill
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf
Reserved Time
The total handle time, in HH:MM:SS (hours, minutes, seconds) format, for completed
agent reservation calls handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The ReserveCallsTime value
includes the time spent from the call being initiated to the time the agent completes
after-call work time for the call. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
agent reservation calls handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The ReserveCallsTime value
includes the time spent from the call being initiated to the time the agent completes
after-call work time for the call. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Reserved Tasks
The total number of completed agent reservation tasks made by the agent in the skill
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total for each field for each skill group.
perskg27: Peripheral Skill Group Historical All Fields Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) listing all the
available skill-group historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
available skill-group historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
Purpose
To show all the available peripheral skill-group historical report
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized peripheral skill-group
historical report
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized peripheral skill-group
historical report
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable environment
IPCC and/or ICM