Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
SL Error Count
The count of calls that resulted in an error condition from a skill group within the skill
group service level threshold in the last half hour interval.
group service level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The count of calls that are redirected with no answer within the skill group service level
threshold in the last half hour interval.
threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
Net Cons Out
The number of network consultative calls completed by agents who have at least one
call on hold.
call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf