Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Skill Group Report Templates

Peripheral Skill Group Historical Reports

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

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

(IPCC only) The number of emergency assist requests either by the agent or by the 
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

(IPCC only) The number of calls barged in on either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

(IPCC only) The number of calls intercepted either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

The total for each field for each skill group.

The total for each field for each media routing domain.

The total for all fields for all skill groups in the report.

perskg23: Peripheral Skill Group Performance Summary Half Hour Report

Subject

A table of the selected Peripheral Skill Group(s) showing 
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. 

Fields applicable to a voice domain only are prefixed with an 
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.