Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
11-103
ICM WebView Online Help
Skill Group Reports
perskg25: Peripheral Skill Group Consolidated Half Hour Report
Aban Hold
The number of ICM routed tasks that abandoned while on hold within this skill
group.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Transfer In
The number of incoming tasks that were transferred to this skill group from
other agents within the same peripheral that did not go to IVR for queuing.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
Transfer Out
The number of tasks this agent transferred to another agent or skill group.
This includes Consultative Calls.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf
External Out
For default skill groups: the number of times an agent initiated an outgoing
external call. For routing skill groups: the number of times an agent initiated a
transfer or conference to an external device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Active Time
The total time spent in talking state within this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and
Outgoing Internal, although these call counts are not shown in this report.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf)
Hold Time
The total time an agent put tasks on hold in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and
Outgoing Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Log On Duration
The total time during the interval the agents were logged onto this skill group,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Avail Time
The percentage of time that agents have spent in the Available state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)