Cisco Cisco IP Contact Center Release 4.6.1 User Guide
11-87
ICM WebView Online Help
Skill Group Reports
perskg21: Peripheral Skill Group Task Summary Half Hour Report
% Wrap Up
The percentage of the time that all agents were in wrap-up during the
interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: (WorkReadyTimeToHalf + WorkNotReadyTimeToHalf) /
Derived from: (WorkReadyTimeToHalf + WorkNotReadyTimeToHalf) /
LoggedOnTimeToHalf
perskg21: Peripheral Skill Group Task Summary Half Hour Report
Data:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The skill group's enterprise name and skill target ID
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Overview:
Title
The name you give it when you save the report.
Subject
A table of the selected Peripheral Skill Group(s) showing each
skill groups' call statistics, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
Shows the task activity for the selected skill groups for the
selected time period.
Applicable
environment
IPCC
Template type
Historical table
Default sort order
By media routing domain and then by skill group
Drilldowns available
No
Schema database
tables
Media_Routing_Domain
Skill_Group
Skill_Group_Half_Hour