Cisco Cisco E-Mail Manager Unity Integration Option User Guide

IPCC and/or ICM

historical 
table

Per-day full-time 
equivalent (FTE) number 
of agents, call counts, and 
agent handling times for 
talk, handle, and wrap-up.

IPCC and/or ICM

historical 
table

Half-hour full-time 
equivalent (FTE) counts 
for agents signed on, idle, 
available, talking, and in 
wrap-up.

IPCC and/or ICM

historical 
graph

Normalized percentage of 
agent-states over specified 
range of time. 

IPCC only

real-time 
table

A rolling five-minute table 
showing agent states in 
full-time equivalent (FTE) 
counts and in percentages.

IPCC and/or ICM

historical 
table

All fields in the 
Skill_Group_Half_Hour 
table sorted by enterprise 
skill group name. This 
report is for on-line 
viewing, or for export to 
Microsoft Excel.

This report displays the 
same data as the 
perskg27 report, except 
that this report is first 
organized by enterprise 
skill group.

IPCC and/or ICM

real-time 
table

All fields in the 
Skill_Group_Real_Time 
table sorted by enterprise 
skill group name. This 
report is for on-line 
viewing, or for export to 
Microsoft Excel.

This report displays the 
same data as the 
perskg28 report, except 
that this report is first 
organized by enterprise 
skill group.