Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

ICM WebView Online Help

Skill Group Reports

Enterprise skill group reports

Enterprise skill group reports

An enterprise skill group is a collection of peripheral skill groups from several 

contact centers. 
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 standard ACD environment. Click the template name for 

a detailed description.

IPCC

historical 
table

A summary of agent performance 
for each skill group for the selected 
day(s).

IPCC and/or 
standard ACD

historical 
table

Consolidated call and skill group 
statistics for the selected half 
hour(s).

IPCC and/or 
standard ACD

historical 
table

Consolidated call and skill group 
statistics for the selected day(s).

IPCC and/or 
standard ACD

historical 
table

All fields in the 
Skill_Group_Half_Hour table sorted 
by skill group name. This report is 
for on-line viewing, or for export to 
Microsoft Excel. 

IPCC and/or 
standard ACD

real-time 
table

All fields in the 
Skill_Group_Real_Time table sorted 
by skill group name. This report is 
for on-line viewing, or for export to 
Microsoft Excel.

IPCC and/or 
standard ACD

real-time

A table of all the agents that are 
configured for the selected skill 
group(s), but currently not logged 
in. 
Note: An agent can appear more 
than once, if the agent is configured 
for more than one skill group.