Cisco Cisco IPCC Web Option User Guide

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Reports

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Enterprise Skill Group Reports

An enterprise skill group is a collection of peripheral skill groups. They can be from the same 
contact center or from several contact centers. All enterprise skill group tabular reports have 
drill-drown reports available.

All enterprise skill group tabular reports have drill-down reports available.

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 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.