Cisco Cisco IPCC Web 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 Enterprise Skill Group Reports
Report Summary
The total for all fields for all skill groups in the report.
entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report
See
for an illustration of this report.
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing
half-hour FTE (Full Time Equivalent) counts for agents signed on
and in the Not Ready, Not Active, Active, Wrap Up, Hold,
Reserved, and BusyOther states.
half-hour FTE (Full Time Equivalent) counts for agents signed on
and in the Not Ready, Not Active, Active, Wrap Up, Hold,
Reserved, and BusyOther states.
Note
This report displays the same data as the Perskg08
report except that this report is organized by enterprise
skill group rather than by media.
report except that this report is organized by enterprise
skill group rather than by media.
FTE is a way to measure how many people are needed to do a
task. In a contact center, FTE counts are used to determine the
number of full-time agents that would be required in the half
hour interval to perform the work done during that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For
example, if agents spent a total of 7200 seconds handling calls
during a half-hour (1800 second) interval, the FTE for call
handling during the interval is
task. In a contact center, FTE counts are used to determine the
number of full-time agents that would be required in the half
hour interval to perform the work done during that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For
example, if agents spent a total of 7200 seconds handling calls
during a half-hour (1800 second) interval, the FTE for call
handling during the interval is
7200 person-seconds/ 1800 seconds = 4 persons
This means that if all agents spent full-time handling
calls during the interval, the work could have been
done by four agents.
calls during the interval, the work could have been
done by four agents.
Purpose
To show how many agents would be needed to handle tasks in
the selected enterprise skill group(s) for the selected time
period.
the selected enterprise skill group(s) for the selected time
period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By enterprise skill group and then by date and time.
Note
The Enskg08 report is sorted by default only in
ascending order. You cannot sort this report other then
by its default sort. You cannot use the column headers,
unlike in other reports, to sort the data.
ascending order. You cannot sort this report other then
by its default sort. You cannot use the column headers,
unlike in other reports, to sort the data.
Drilldowns available
Yes