Cisco Cisco E-Mail Manager Unity Integration Option User Guide

ICM WebView Online Help 

Skill Group Reports

Base only skill group reports

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 per-
centages.

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 incre-
ments

IPCC and/or 
standard ACD

real-time 
table

Statistics showing skill group 
Blended Agent status.

IPCC and/or 
standard ACD

historical 
table

Statistics showing the percentage 
of time that Blended Agent agents 
spent in the signed on, handle, talk, 
and hold states, gathered in 
half-hour increments.

IPCC and/or 
standard ACD

real-time 
table

Real-time peripheral skill group sta-
tistics.

IPCC

historical 
table

A summary of call statistics for each 
skill group for the selected half 
hour(s).

IPCC

historical 
table

A summary of call statistics for each 
skill group for the selected day(s).

IPCC

historical 
table

A summary of agent performance 
for each skill group for the selected 
half-hour(s).