Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

IPCC Skill Group Report Templates

Base Only Skill Group Reports

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

The base skill group peripheral reports are the same as the peripheral skill group reports 
except that all base skill group tabular reports have drill-drown reports available while 
peripheral skill group tabular reports do not.

Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents in 
the .pri skill group would, for example, have more skill in an area while the agents in the .sec 
skill group would be the backup agents.

The following table lists all the ICM Base Only Skill Group report templates that WebView

provides. Each of these templates can be used in an IPCC environment, a few of them can be 
used only in an IPCC environment, and most of them can be used in either an IPCC or a 
standard ACD environment. Click the template name for a detailed description.

IPCC and/or 
standard ACD

real-time bar 
graph

Numbers of agents in 
talking, idle, available, and 
wrap-up states.

IPCC and/or 
standard ACD

real-time bar 
graph

Percentage of agents in 
available, idle, talking, and 
wrap-up states.

IPCC and/or 
standard ACD

real-time table

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

IPCC and/or 
standard ACD

real-time bar 
graph

Percentage utilization of 
agents. The ratio between 
time logged on and time 
handling calls.

IPCC and/or 
standard ACD

Historical table

Half-hour FTE counts for 
agents signed on, idle, 
available, talking, and in 
wrap-up.

IPCC and/or 
standard ACD

Historical bar 
graph

The normalized percentage 
of agent-states over a 
specified range of time, 
gathered in half-hour 
increments

IPCC and/or 
standard ACD

real-time table

Statistics showing skill 
group Outbound Option 
status.