Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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 number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf

(IPCC only) The number of emergency assist requests by the agent. 
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

(IPCC only) The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

The total fields for each skill group.

The total fields for each enterprise skill group.

The total fields for all skill groups.

entskg25: Enterprise Skill Group Consolidated Half Hour Report

Subject

A table of the selected enterprise skill group(s) showing 
consolidated call statistics, gathered in half-hour increments.

Note: Completed tasks are all the tasks all 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 Perskg25 report except 
that this report is first organized by enterprise skill group rather 
than by media.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show both the activity and the performance of the selected 
enterprise skill groups for the selected time period.

Applicable 
environment

IPCC and/or standard ACD