Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Historical Reports

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

The total for each field for each skill group.

The total for each field for each enterprise skill group.

The total for all fields for all skill groups in the report.

entskg22: Enterprise Skill Group Task Summary Daily Report

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName and 
Enterprise_Skill_Group.EnterpriseSkillGroupID

Subject

A table of the selected enterprise skill group(s) showing daily totals 
for incoming and outgoing call counts and call treatments, 
gathered in day increments 

Note: Completed tasks are all the tasks that completed during the 
time shown (that is, on the row in the report). This includes any 
tasks which began before the time frame shown. However, this 
does not include tasks where the caller abandoned in the local ACD 
queue.

This report displays the same data as the Perskg22 report except 
that this data is organized by enterprise skill group rather than by 
media. The report also contains the same data as the Entskg21 
report except that here the data is gathered by day rather than by 
half hour.

Purpose

To show the call activity for the selected enterprise skill groups for 
the selected time period.

Applicable 
environment

IPCC and/or standard ACD

Template type

Historical table

Default sort order

By enterprise skill group name, then by skill group name, and then 
by date and time.

Drilldowns available

Yes

Schema database 
tables

Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member