Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
13-10
ICM WebView Online Help
About IPCC Reports
IPCC Skill Group Reports
IPCC Skill Group Reports
WebView includes a set of predefined agents by skill group report templates. For
an overview of skill groups, see
About Skill Groups
.
You can click on the name of an agent by skill group report in the following table to
see more detailed information about the data in that report, and how the data is
derived from the ICM software's database.
The IPCC enterprise skill group reports display the same data fields as the
The IPCC enterprise skill group reports display the same data fields as the
peripheral skill group reports with the same number in the title. However, the
enterprise reports have the added sort by enterprise skill group.
Table 13-7 IPCC Skill Group Reports
Template
Type
Description
Peripheral Skill Group Reports
real-time
A bar graph of the numbers of agents in
talking, idle, available, and wrap-up states.
real-time
A bar graph of the percentage of agents in
available, idle, talking, and wrap-up states.
real-time
A table of agent states in full-time
equivalent (FTE) counts and in
percentages.
real-time
A bar graph of the percentage utilization of
agents. The ratio between time logged on
and time handling calls.
Historical
A table of half-hour FTE counts for agents
signed on, idle, available, talking, and in
wrap-up.
Historical
A bar graph of the normalized percentage
of agent-states over a specified range of
time, gathered in half-hour increments
real-time
A table of real-time peripheral skill group
statistics.
historical
A table summary of call statistics for each
skill group for the selected half-hour(s).
historical
A table summary of call statistics for each
skill group for the selected day(s).
historical
A table summary of agent performance for
each skill group for the selected
half-hour(s).
historical
A table summary of agent performance for
each skill group for the selected day(s).