Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide
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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
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in
the half hour interval.
the half hour interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half
hour interval.
hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
perskg32: IPCC Peripheral Skill Group Task Summary Daily Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing daily
totals for incoming and outgoing call counts and call treatments.
Note: Completed task data is for all tasks that completed during
the time shown (that is, on the row in the report). This includes
any tasks which began before the time frame shown. However,
this does not include tasks where the caller abandoned in the local
ACD queue.
This report displays the same data as the Entskg08 report except
that this report is organized by media rather then by skill group.
The report also contains the same data as the Perskg31 report
except that here the data is gathered by day rather than by half
hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
totals for incoming and outgoing call counts and call treatments.
Note: Completed task data is for all tasks that completed during
the time shown (that is, on the row in the report). This includes
any tasks which began before the time frame shown. However,
this does not include tasks where the caller abandoned in the local
ACD queue.
This report displays the same data as the Entskg08 report except
that this report is organized by media rather then by skill group.
The report also contains the same data as the Perskg31 report
except that here the data is gathered by day rather than by half
hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
Shows the call activity for the selected skill groups for the selected
time period.
time period.
Applicable environment
IPCC only