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
Agent State Times: % Wrap Up Time
The percentage of time the half hour interval that agents have spent in Wrap-up state
after incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever is
less.
after incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever is
less.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Busy Other Time
The percentage of time the half hour interval that the agents of this skill group spent in
busy other state.
busy other state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The field totals for each skill group in an enterprise skill group.
Enterprise Skill Group Summary
The field totals for each enterprise skill group.
Report Summary
The field totals for all skill groups.
entskg36: IPCC Enterprise Skill Group Consolidated Daily Report
Overview:
Subject
A table of the selected enterprise skill group(s) showing
consolidated call/task statistics, gathered in day increments.
consolidated call/task statistics, gathered in day increments.
Note
Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report).
This includes any tasks which began before the time frame
shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
during the time shown (that is, on the row in the report).
This includes any tasks which began before the time frame
shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
This report displays the same data as the Perskg36 report, except
that this report is first organized by enterprise skill group rather
than by media. The report also contains the same data as the
Entskg35 report except that here the data is gathered by day
rather than by half hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
that this report is first organized by enterprise skill group rather
than by media. The report also contains the same data as the
Entskg35 report except that here the data is gathered by day
rather than by half hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show both the daily activity and the performance of the
selected enterprise skill groups for the selected time period.
selected enterprise skill groups for the selected time period.
Applicable environment
IPCC only