Cisco Cisco IP Contact Center Release 4.6.2 Mode D'Emploi

11-40

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Skill Group Reports

entskg23: Enterprise Skill Group Performance Summary Half Hour Report

AHT

The Average Handle Time for tasks sent to the skill group.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /

Skill_Group_Half_Hour.CallsHandledToHalf

Avg Active Time

The Average Active Time for the agents in the skill group.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf +

Skill_Group_Half_Hour.TalkOutTimeToHalf +

Skill_Group_Half_Hour.TalkOtherTimeToHalf) /

Skill_Group_Half_Hour.CallsHandledToHalf)

AWT

The Average Wrap Up Time for agents in the skill group.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +

Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /

Skill_Group_Half_Hour.CallsHandledToHalf)

Aban Hold

The number of ICM routed calls that Abandon While on hold at agents’ phones.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf

Supv Assist

The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf

Emerg Assist

The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

Barge In

The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

Intercept

The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

Skill Group Summary

The total fields for each skill group.

Enterprise Skill Group Summary

The total fields for each enterprise skill group.