Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario

The InternalCallsRcvd field is incremented for the target agent
that completes a transfer or conference if the agent dialed the

Incoming direct

target agent directly (that is, does not access an ICM routing
script). This field is incremented after the call is disconnected.

The AgentOutCalls field is incremented for the source agent who
completes a transfer or conference to an external destination. This
field is incremented after the call is disconnected.

Outgoing external

The CallsHandled field is incremented for the target agent if the
call is sent to the agent via an ICM routing script. This field is

ICM Routed

incremented against the skill group to which the routing script
queued the call. This field is incremented after the call disconnects
and wrap-up is completed.

The skill group for which transfer and conference data is reported depends on how the original call was
placed.

The transfer or conference is reported for the default skill group if the original call is a direct call, placed
to the agent's extension. For example, if an agent received a call directly to his extension and then
transferred the call, the transfer is reported for the default skill group of both the agent who initiated the
transfer and agent who received the transfer.

The transfer or conference is reported for the skill group to which the call was routed if the original call
was routed via an ICM routing script to a specific skill group. For example, if an agent in the Sales skill
group received a Sales call and then transferred the call, the transfer out is reported for the Sales skill
group. The transfer in is reported for the skill group of the agent who received the transfer.

The following scenarios further explain how database fields are incremented for different types of transfers
and conferences.

In this example, agent A is presented with an ICM-routed call for skill group Y. Agent A selects skill
group X via the Dialed Number Plan (which accesses a script) and initiates and completes a blind transfer.
The InternalCalls and TransfOut fields are then incremented for Agent A against skill group Y.

After wrap-up is completed, the CallsHandled field is incremented for agent A against skill group Y.
Since there are no agents available in skill group X, the call goes to the VRU (VRU stats not shown).
When agent B in skill group X becomes available, the VRU routes the call to agent B. Agent B answers
the call and the call disconnects and wrap-up is complete.

CallsHandled

CallsHandled, InternalCall, TransferOut