Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Skill Group Report Templates
Peripheral Skill Group Report Summary List
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC and/or
Standard ACD
Standard ACD
Historical table
Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
agents signed on, idle,
available, talking, and in
wrap-up.
IPCC and/or
Standard ACD
Standard ACD
Historical bar
graph
graph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
of agent-states over a
specified range of time,
gathered in half-hour
increments
Outbound Option
(IPCC and/or
Standard ACD)
(IPCC and/or
Standard ACD)
real-time table
The current status of the
selected Outbound Option
skill group(s).
selected Outbound Option
skill group(s).
Outbound Option
(IPCC and/or
Standard ACD)
(IPCC and/or
Standard ACD)
historical table
The percentage of time that
Outbound Option agents
spent in the signed on,
handle, talk, and hold states,
gathered in half-hour
increments.
Outbound Option agents
spent in the signed on,
handle, talk, and hold states,
gathered in half-hour
increments.
IPCC and/or
Standard ACD
Standard ACD
real-time table
Real-time peripheral skill
group statistics.
group statistics.
IPCC only
historical table
A summary of task statistics
for each skill group for the
selected half-hour(s).
for each skill group for the
selected half-hour(s).
IPCC only
historical table
A summary of task statistics
for each skill group for the
selected day(s).
for each skill group for the
selected day(s).
IPCC only
historical table
A summary of agent
performance for each skill
group for the selected
half-hour(s).
performance for each skill
group for the selected
half-hour(s).
Peripheral Skill
Group Report
Name
Applicable
Environment
Type
Description