Cisco Cisco IP Contact Center Release 4.6.1 用户指南

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Skill Group Reports

entskg21: Enterprise Skill Group Task Summary Half Hour Report

The percentage of calls handled at the skill group in relation to the number of 

calls queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Offered 

where Total Calls Offered = Skill_Group_Half_Hour.RouterCallsAbandQToHalf 

+ Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf 

Number of internal calls received by skill group agents during the half-hour 

interval. The value is updated in the database when the after-call work time 

associated with the call (if any) is completed. 
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The total number of completed outbound ACD calls made by agents in the skill 

group, during a half-hour interval. The value is updated in the database when 

any after-call work time associated with the call is completed. 
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf

Number of internal calls to the skill group during the half-hour interval. The 

value is updated in the database when the after-call work time associated with 

the call (if any) is completed. 
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf

Number of calls transferred into the skill group during the half-hour interval. 

The value is updated in the database when the after-call work time associated 

with the call (if any) is completed. 
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf

Number of calls transferred out of the skill group during the half-hour interval. 

The value is updated in the database when the after-call work time associated 

with the call (if any) is completed. 
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf

The number of incoming calls skill group agents were conferenced into. 

Incoming 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.ConferencedInCallsToHalf