Cisco Cisco IPCC Web Option Mode D'Emploi
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Completed Tasks: Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf)
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban Hold
The number of ICM routed tasks that abandoned while on hold and/or the number of
paused tasks ended by the agents within this skill group during the interval.
paused tasks ended by the agents within this skill group during the interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Transfer In
The number of incoming tasks that were transferred to this skill group from other
agents within the same peripheral that did not go to IVR for queuing. The value is
updated in the database when the call is completed.
agents within the same peripheral that did not go to IVR for queuing. The value is
updated in the database when the call is completed.
In IPCC Enterprise with an IPCC System PG,a call is counted as offered as soon as it is
sent to a skill group.
sent to a skill group.
In IPCC Enterprise,a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent transferred to another agent or skill group. This
includes Consultative Calls. The value is updated in the database when the transfer of
the call is completed.
includes Consultative Calls. The value is updated in the database when the transfer of
the call is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external
call. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device.
call. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in talking state within this skill group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time during the interval the agents were logged into this skill group,
measured in HH:MM:SS (hours, minutes, seconds) format.
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf