Cisco Cisco IP Contact Center Release 4.6.1 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
Number of Full Time Equivalent (FTE) Agents Other
The FTE value for the number of agents in the Busy Other state in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800
Number of Full Time Equivalent (FTE) Agents Hold
The FTE value for the number of agents in the Hold state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/1800)
Number of Full Time Equivalent (FTE) Agents Reserved
The FTE value for the number of agents in the Reserved state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/1800)
Note
In the following summaries, the summary for FTE values is based on an 8 hour shift
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Daily Total (8 hr Shift)
The FTE value, based on an 8 hour shift calculation, for each field for the day.
Skill Group Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for the peripheral skill
group.
group.
Media Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for the peripheral skill
groups in a media routing domain.
groups in a media routing domain.
Report Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for all peripheral skill
groups.
groups.
perskg09: Peripheral Skill Group Normalized Agent State Report
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the
normalized percentage of agent states over a specified range of
time, gathered in half-hour increments.
normalized percentage of agent states over a specified range of
time, gathered in half-hour increments.
Note
This report displays the same data as the Entskg09 report
except that this report is organized by media rather then
by skill group.
except that this report is organized by media rather then
by skill group.
Purpose
To show agent status in the selected peripheral skill group(s) for
the selected time period
the selected time period