Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
Peripheral Skill Group Historical Reports
*Conf Out
The number of conference calls that the skill group agents initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests either by the agent or by the
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of calls intercepted either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
perskg23: Peripheral Skill Group Performance Summary Half Hour Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing
performance statistics, gathered in half-hour increments.
performance statistics, gathered in half-hour increments.
This report displays the same data as the Entskg23 report except
that this report is organized by media rather then by skill group.
that this report is organized by media rather then by skill group.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show the half-hour performance of the selected skill groups for
the selected time period.
the selected time period.