Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
IPCC Skill Group Report Templates
IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Media Skill Group Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
perskg28: Peripheral Skill Group Real Time All Fields Report
Overview:
Subject
A table of the selected peripheral skill group(s) listing all the
available skill-group real-time report data.
available skill-group real-time report data.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
Purpose
To show all the available peripheral skill-group real-time data in the
Skill_Group_Real_Time database table so that you can select which
data you want for a customized peripheral skill-group real-time
report.
Skill_Group_Real_Time database table so that you can select which
data you want for a customized peripheral skill-group real-time
report.
Note: This report is designed to be saved and exported or copied to
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your
report.
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your
report.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Real-time
Default sort order
By skill group and then by date and time
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.
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
tables
Skill_Group
Skill_Group_Real_Time
Skill_Group_Real_Time