Cisco Cisco IPCC Web Option User Guide

An enterprise skill group is a collection of peripheral skill groups. They can be from the 
same contact center or from several contact centers.

All enterprise skill group tabular reports have drill-down reports available. 
The following table lists all the ICM Enterprise Skill Group report templates that WebView

provides. Each of these templates can be used in an IPCC environment, a few of them can 
be used only in an IPCC environment, and most of them can be used in either an IPCC or a 
ICM environment. Click the template name for a detailed description.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing each skill groups' 
call statistics, gathered in 
half-hour increments.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing daily totals for 
incoming and outgoing call 
counts and call 
treatments.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing performance 
statistics, gathered in 
half-hour increments.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing performance 
statistics, gathered in day 
increments. 

IPCC only

historical table

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

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing consolidated call 
and skill group statistics, 
gathered in day 
increments.