Cisco Cisco Unified Contact Center Enterprise 9.0(2) 用户指南

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

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Historical Reports

For default skill groups: the number of times an agent initiated an outgoing internal 
call. 
For routing skill groups: the number of times an agent initiated a transfer or conference 
to an internal device. 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

The number of incoming calls that were transferred to this skill group from other 
agents within the same peripheral that did not go to IVR for queuing. The value is 
updated in the database when the call is completed. 
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf

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. 
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf

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. 
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf

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