Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and 
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime

The number of tasks queued to the skill group by the CallRouter and the local ACD 
queue.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf + 
Skill_Group_Half_Hour.CallsQueuedToHalf 

The number of tasks queued queued by ICM to the skill group during the half-hour 
interval. 
Note: This does not include calls queued locally by TDM ACDs.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf

The number of tasks received by this skill group for the half-hour interval. 
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 
Skill_Group_Half_Hour.AbandonRingCallsToHalf + 
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 
Skill_Group_Half_Hour.CallsHandledToHalf)

The number of queued tasks for the skill group that were abandoned from the router 
queue (not the TDM queue) during the half-hour interval. 
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf

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.AbandonRingCallsToHalf