Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
11-62
ICM WebView Online Help
Skill Group Reports
Peripheral skill group reports
Peripheral skill group real-time reports
This section describes the following real-time reports:
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IPCC
historical
table
A summary of agent performance
for each skill group for the
selected half-hour(s).
IPCC
historical
table
A summary of agent performance
for each skill group for the
selected day(s).
IPCC and
Standard
ACD
historical
table
The activity and the performance
of the selected enterprise skill
groups for the selected half-hour
intervals.
IPCC and
Standard
ACD
Historical
table
The activity and the performance
of the selected enterprise skill
groups for the selected day(s).
IPCC and
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
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
Standard
ACD
real-time
table
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.
Table 11-3 Peripheral Skill Group Templates (continued)
Template Name
Applicable
Environment
Environment
Type
Description