Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
provides. Click the template name for a detailed description.
Peripheral Skill
Group Report Name
Group Report Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
real-time bar
graph
graph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
the talking, idle, available,
and wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
The percentage of agents in
available, idle, talking, and
wrap-up states.
available, idle, talking, and
wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
The percentage utilization of
agents. The ratio between
time logged on and time
handling calls.
agents. The ratio between
time logged on and time
handling calls.
IPCC and/or ICM
Historical table
Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
agents signed on, idle,
available, talking, and in
wrap-up.
IPCC and/or ICM
Historical bar
graph
graph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
of agent-states over a
specified range of time,
gathered in half-hour
increments
Outbound Option
(IPCC and/or ICM)
real-time table
The current status of the
selected Outbound Option
skill group(s).
selected Outbound Option
skill group(s).
Outbound Option
(IPCC and/or ICM)
historical table
The percentage of time that
Outbound Option agents
spent in the signed on,
handle, talk, and hold
states, gathered in half-hour
increments.
Outbound Option agents
spent in the signed on,
handle, talk, and hold
states, gathered in half-hour
increments.
IPCC only
real-time table
Agent states in full-time
equivalent (FTE) counts and
in percentages.
equivalent (FTE) counts and
in percentages.