Cisco Cisco IP Contact Center Release 4.6.2 Release Notes

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level data. The WebView Skill group templates have been enhanced to provide the number of calls 
that were answered and abandoned within the Service Level threshold. Custom reports can be 
developed to reflect Service Level calculations that meet your business needs.

Also see 

The following enhancements have been to provide terminology clarifications for Release 7.0(0).

In Call Type, Service and Route templates, the column header “OverFlowOut” and “OverFlowIn” 
are changed to “Flow Out” and “Flow In” respectively. This was done to more accurately describe 
what these columns represent (that is, the number of calls that were redirected from one call 
type/service/route to another as part of call flow or script logic). As part of gathering reporting 
statistics in ICM/IPCC, we often provide scripting guidelines to change call types. For example it 
is recommended that you create separate call types for information gathering (Info_Call_Type) and 
queuing (Queue_Call_Type) statistics and changing the call type in ICM/IPCC scripts prior to 
queuing. In this example, the “Flow Out” column in call type template will reflect the number of 
calls that flowed out of “Info_Call_Type”.

In Agent templates, the column header “Aban While Offer” is now changed to “Aban Ring”, to be 
consistent with other templates and also to more accurately describe what the column represents 
(that is, the number of calls that abandoned while ringing at the agent desktop).

The column header “Direct In” in agtskg21 and agtskg22 has been changed to “Internal In” to be 
consistent with other templates.

The column header “Hold” in agent reports (agent/agtskg/agteam/agtper – 21/22) is now changed to 
“All Hold” to more accurately indicate that this column represents all calls (Incoming/Handled, 
External and Internal calls) that were put on hold. In other agent reports the context for the held call 
is provided as part of the headers/super-headers appearing in the templates, for example, “Incoming 
Hold”.

The following templates are those that have been enhanced for Release 7.0(0).

agtskg20: ICM Agent Skill Group Real Time template was used for ICM and IPCC prior to 
Release 7.0(0). For Release 7.0(0), there are two templates—one for ICM (agtskg20) and one for 
IPCC (agtskg30). The template columns which are only applicable to IPCC are not shown in the 
ICM version.

If users have saved reports and favorites based on this template, and are running in 
an IPCC environment, those saved reports should be deleted and re-created with 
the new IPCC-specific template.

New template column that provides the extension that the agent used at the time of Logout has been 
added to the following agent templates:

  –

agent03: Agent Media Logout Status

  –

agtper03: Agent Peripheral Media Logout Status