Cisco Cisco IPCC Web Option Guida Utente
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Skill Group
The agent's skill group's enterprise name and skill target ID of the skill group
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the skill group during the given interval. The count for handled
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks received by skill group agents during the given interval.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group during the given interval. This
value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note
For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Conf In
The number of incoming tasks into which skill group agents were conferenced.
Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party task.
Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party task.
Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf