Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.2
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
5-
133
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*Transfer Out
The number of calls this agent transferred out of the skill group to other skill Groups or
agents during the half-hour interval. This includes Consultative calls. The value is
updated in the database when the transfer of the call is completed.
agents during the half-hour interval. This includes Consultative calls. The value is
updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferOutCallsToHalf
Skill_Group_Half_Hour.NetTransferOutCallsToHalf
*Conf In
The number of incoming calls that were conferenced to this skill group from other
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
agents on the same peripheral. Incoming calls include ACD and non-ACD calls.
For blind conferences in IPCC Enterprise, the value is updated in the database when an
agent blind conferences the call to an IVR.
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*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.
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 +
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*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.
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
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor.
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.