Cisco Cisco IPCC Web Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Real-Time Reports
Router Longest Call In Q
The time when the longest call in queue was queued for this skill group.
Note: Applicable to IPCC only.
Derived from: Call_Type_Real_Time.RouterLongestCallInQ
Note: Applicable to IPCC only.
Derived from: Call_Type_Real_Time.RouterLongestCallInQ
ICM Avail
The number of agents belonging to this skill group who are currently ICMAvailable with
respect to the Media Routing Domain to which the skill group belongs. ICM Available
means that ICM software is responsible for routing tasks to the agent and that the
agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.IcmAvailable
respect to the Media Routing Domain to which the skill group belongs. ICM Available
means that ICM software is responsible for routing tasks to the agent and that the
agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.IcmAvailable
Application Avail
The number of agents belonging to this skill group who are currently
ApplicationAvailable with respect to the Media Routing Domain to which the skill group
belongs. Application Available means that the application software is responsible for
routing tasks to the agent and that the agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.ApplicationAvailable
ApplicationAvailable with respect to the Media Routing Domain to which the skill group
belongs. Application Available means that the application software is responsible for
routing tasks to the agent and that the agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.ApplicationAvailable
entskg29: Enterprise Skill Group Logout Real Time Report
Overview:
Subject
A table listing all the agents currently logged out of the selected
enterprise skill group(s)
enterprise skill group(s)
This report displays the same data as the Perskg29 report, except
that this report is first organized by enterprise skill group rather
than by media.
that this report is first organized by enterprise skill group rather
than by media.
Note: If an agent is a member of an enterprise skill group, then
the agent will be considered logged into each member peripheral
skill group. Therefore, one agent logged into one enterprise skill
group composed of five peripheral skill groups will show up as 5
agents.
the agent will be considered logged into each member peripheral
skill group. Therefore, one agent logged into one enterprise skill
group composed of five peripheral skill groups will show up as 5
agents.
Purpose
To list all the agents currently logged out of an enterprise skill
group(s).
group(s).
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By enterprise skill group, then by skill group, and then by agent
within the skill group.
within the skill group.
Drilldowns available
Yes
Schema database
tables
tables
Enterprise_Skill_Group
Skill_Group
Agent
Skill_Group_Member
Agent_Skill_Group_Real_Time
Skill_Group
Agent
Skill_Group_Member
Agent_Skill_Group_Real_Time