Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
An enterprise skill group is a collection of peripheral skill groups. They can be from the
same contact center or from several contact centers.
same contact center or from several contact centers.
All enterprise skill group tabular reports have drill-down reports available.
The following table lists all the ICM Enterprise Skill Group report templates that WebView
The following table lists all the ICM Enterprise 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
ICM environment. Click the template name for a detailed description.
be used only in an IPCC environment, and most of them can be used in either an IPCC or a
ICM environment. Click the template name for a detailed description.
IPCC only
historical table
A table of the selected
Peripheral Skill Group(s)
showing consolidated call
and skill group statistics,
gathered in half-hour
increments.
Peripheral Skill Group(s)
showing consolidated call
and skill group statistics,
gathered in half-hour
increments.
IPCC only
historical table
A table of the selected
Peripheral Skill Group(s)
showing consolidated call
and skill group statistics,
gathered in day
increments.
Peripheral Skill Group(s)
showing consolidated call
and skill group statistics,
gathered in day
increments.
Template
Name
Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
real-time bar
graph
graph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
the talking, idle, available,
and wrap-up states.
IPCC and/or ICM
real time
graph
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
available, idle, talking, and
wrap-up states.
IPCC and/or ICM
real time
graph
graph
Percent utilization of
agents. The ratio between
time logged on and time
handling calls.
agents. The ratio between
time logged on and time
handling calls.
IPCC and/or ICM
historical
table
table
Half-hour data on calls
handled, calls made, and
agent times in handle,
talk, and wrap-up.
handled, calls made, and
agent times in handle,
talk, and wrap-up.
IPCC and/or ICM
historical
table
table
Per-day full-time
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.