Cisco Cisco IP Contact Center Release 4.6.1 User Guide
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Enterprise Skill Group
The enterprise skill group in which the agent resides.
Derived from: Enterprise_Skill_Group.EnterpriseName
Derived from: Enterprise_Skill_Group.EnterpriseName
Skill Group
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Agent Name
The first and last name of the agent.
Derived from: Person.FirstName + Person.LastName
Derived from: Person.FirstName + Person.LastName
IPCC Enterprise Skill Group Historical Reports
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entskg08: FTE for Enterprise Skill Group Half Hour Report
Overview:
Subject
A table of the selected Enterprise Skill Group(s) showing
half-hour full-time equivalent (FTE) counts for agents signed on,
idle, available, talking, and in wrap-up.
half-hour full-time equivalent (FTE) counts for agents signed on,
idle, available, talking, and in wrap-up.
Note: This report displays the same data as the Perskg08 report
except that this report is organized by enterprise skill group
rather than by media.
except that this report is organized by enterprise skill group
rather than by media.
Purpose
To show how many agents would be needed to handle tasks in
the selected enterprise skill group(s) for the selected time
period.
the selected enterprise skill group(s) for the selected time
period.
Applicable environment
IPCC and/or standard ACD
Template type
Historical table