Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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

IPCC Skill Group Report Templates

IPCC Peripheral Skill Group Reports

The date and time that data was last written to the ICM historical database (HDS) from 
the logger database. This is different from the time that the data was created. This is 
useful if you are extracting data from the historical database and you want to see when 
it was last updated. 
Derived from: Skill_Group_Half_Hour.DbDatetime

IPCC Peripheral Skill Group Reports

A peripheral skill group is a skill group associated with a specific single peripheral 

(ACD, PBX, IVR) in the contact center enterprise. All peripheral skill group reports 

do not have drill-down reports available.

Peripheral skill group templates are the same templates as base skill group 

templates with one exception. Peripheral skill group tabular templates do not have 

drill-down reports available while base skill group tabular templates do have 

drill-down reports available.

Peripheral Skill Group Report Summary List

The following table lists all the ICM Peripheral Skill Group report templates that 

WebView

provides. Click the template name for a detailed description.

IPCC and/or 
Standard ACD

real-time bar 
graph

The numbers of agents in the 
talking, idle, available, and 
wrap-up states.

IPCC and/or 
Standard ACD

real-time bar 
graph

The percentage of agents in 
available, idle, talking, and 
wrap-up states.

IPCC and/or 
Standard ACD

real-time table

Agent states in full-time 
equivalent (FTE) counts and 
in percentages.

IPCC and/or 
Standard ACD

real-time bar 
graph

The percentage utilization of 
agents. The ratio between 
time logged on and time 
handling calls.