Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Historical Reports

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName 
(Enterprise_Skill_Group.EnterpriseSkillGroupID)

The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)

Date (no label)

The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime

The number of tasks queued to this Skill Group by the CallRouter and the local ACD 
queue within the interval.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf + 
Skill_Group_Half_Hour.CallsQueuedToHalf 

The number of tasks queued to this Skill Group by ICM; this does not include calls 
queued locally by standard ACDs.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf 

The total number of tasks completed by this Skill Group within the interval. 
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf + 
Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 
Skill_Group_Half_Hour.AbandonRingCallsToHalf + 
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing. For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 
Skill_Group_Half_Hour.AbandonCallsRingToHalf )

The number of tasks for this skill group that were redirected rather than answered 
within the interval.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf 

The number of ICM Routed tasks handled within this skill group during the interval. 
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf