Cisco Cisco IP Contact Center Release 4.6.1 User Guide

ICM WebView Online Help 

About ICM WebView reports

Report Sub-Categories

For more information on skill groups, see 

• Trunk Group. A trunk group is a collection of trunks that are associated with a 

single peripheral. Often, the trunks in a trunk group are used for a common 

purpose. In Monitor ICM, you can report on trunk group (and network trunk 

group) data, such as the number of trunks in service, number of trunks idle, and 

the time during which all trunks in a trunk group were simultaneously busy (All 

Trunks Busy).

Report Sub-Categories

After you specify a report category, you need to specify its sub-category or scope. 

These options help you to further focus your report on specific services, skill 

groups, routing clients, and so on.
The Agent sub-categories include:

• Agent by Agent. Agents selected from throughout the enterprise regardless of 

the peripheral, skill group, and agent team assignments. 

• Agent by Peripheral. Agents logged into one or more selected peripherals. 

• Agent by Skill Group. Agents logged into one or more selected skill groups. 

Important: The Agent By Skill Group templates report only on skill groups that 

reside on a single peripheral. If you need to report on Enterprise skill groups 

(skill groups that span several sites, or several peripherals at one site), you 

should use the Enterprise Skill Groups reporting templates.

• Agent By Team. Agents within one or more selected agent teams. 

The other sub-categories include:

• Array. Select Array to report on Service Arrays. A Service Array is a collection 

of peripheral services across VRUs that share a common network trunk group.

• Base Only. This option is available only if you select Skill Group as the Category. 

Base skill groups are used to organize related subgroups on some types of ACDs. 

For example, you might have skill groups called HelpDesk.pri and HelpDesk.sec 

to prioritize call routing. In a report, you can reference the .pri and .sec skill 

groups directly or you can refer to the base skill group.
For more information on skill groups, see 

• Enterprise. Select Enterprise to report on enterprise services or enterprise skill 

groups. Enterprise services and skill groups are collections of services and skill 

groups that span contact centers.

• Network. This option is available only if you choose Trunk Group as the 

Category. Select Network to report on Network Trunk Groups.

• Peripheral. This option allows you to report on Peripheral Agents, Peripheral 

Services, Peripheral Skill Groups, or Peripheral Trunk Groups.