Cisco Cisco IP Contact Center Release 4.6.2 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Peripheral Skill Group Reports

5 IPCC Skill Group Report Templates

Data:

Skill Group Name

The name of the skill group.

Derived from: Skill_Group.EnterpriseName

Agents on Predictive/Progressive Tasks

The number of agents in the skill group currently talking on AutoOut (predictive) tasks.

Derived from: Skill_Group_Real_Time.TalkingAutoOut

Agents on Preview Tasks

The number of agents in the skill group currently talking on outbound Preview tasks.

Derived from: Skill_Group_Real_Time.TalkingPreview

Agents on Reserved Tasks

The number of agents in the skill group currently talking on agent reservation tasks.

Derived from: Skill_Group_Real_Time.TalkingReserve

Purpose

To show the current outbound option status in the selected
peripheral skill groups

Applicable environment

Outbound Option. (IPCC and/or ICM)

Template type

Real-time table

Default sort order

There is no default sorting in this template

Drilldowns available

When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.

Schema database
tables

Skill_Group
Skill_Group_Real_Time