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

IPCC Enterprise deployments that do not use the IPCC System PG and IPCC Enterprise with
the IPCC System PG/System IPCC deployments as described in this section.

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 using an ICM/IPCC 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.

Note: When an agent makes an outbound call as part of a consult call, the call is not attributed
to the Default Skill Group. It is attributed to the skill group for the consulting agent on the
original call.

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 using the dialed number (which accesses a script) and initiates and completes a
blind transfer. The InternalCalls and TransferOut 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, TransferIn (IPCC with IPCC System PG and System
IPCC deployments only)

CallsHandled, InternalCall, TransferOut

For agent A, the call is reported in the TasksHandled, Internal Out, and TransferOut report
fields. For agent B, the call is reported in the Tasks Handled report fields; in IPCC Enterprise
with IPCC System PG and System IPCC deployments, the call is also reported in the TransferIn
field.

In this example, agent A is presented with an ICM-routed call for skill group Y. Agent A selects
skill group X using the dialed number and initiates a transfer. The ICM/IPCC script that uses
the LAA select node for skill group x realizes that Agent B is available and requests that agent
A’s PG initiate a transfer to agent B on behalf of Agent A’s phone. Agent B answers the

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)