Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
5-
40
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
*Transfer Out
The number of calls this agent transferred out of the skill group to other skill Groups or
agents during the half-hour interval. This includes Consultative calls. The value is
updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
agents during the half-hour interval. This includes Consultative calls. The value is
updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
*Conf In
The number of incoming calls that were conferenced to this skill group from other
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf Out
The number of conference calls that the skill group agents initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests either by the agent or by the
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of calls intercepted either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for all fields for all skill groups in the report.