Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help

Skill Group Reports

entskg20: Enterprise Skill Group Status Real Time Report

The percent utilization is computed by dividing the total time agents spent 

handling calls by the total time agents were ready. (To calculate the time that 

agents were ready, the report subtracts the Not Ready time from the total 

time that agents were logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 + 

Skill_Group_Real_Time.WorkReadyTimeTo5 + 

Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 

(Skill_Group_Real_Time.LoggedOnTimeTo5 - 

Skill_Group_Real_Time.NotReadyTimeTo5)

entskg20: Enterprise Skill Group Status Real Time Report

The name you give it when you save the report.

Subject

A table of the selected enterprise skill group(s) showing 
real-time skill group statistics 

Note: If a call is queued to an Enterprise skill group, then 
the call will be queued at each peripheral skill group. There-
fore one call queued to an enterprise skill group composed of 
five peripheral skill groups will show up as 5 calls.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or col-
laboration media.

Purpose

To show the current status of the selected enterprise skill 
groups.

Applicable environ-
ment

IPCC and/or standard ACD

Template type

Real-time table

Default sort order

By enterprise skill group

Drilldowns available

No

Schema database 
tables

Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member