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 Peripheral Skill Group Reports
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to
LoggedOnTime or interval, whichever is less.
LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM
routed call from this skill group in relation to LoggedOnTime.
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or
outgoing tasks in relation to LoggedOnTime or interval, whichever is less.
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 that the agents of this skill group spent in 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.
IPCC Peripheral Skill Group Reports
A peripheral skill group is a skill group associated with a specific single peripheral (ACD,
PBX, IVR) in the contact center enterprise. All peripheral skill group reports do not have
drill-down reports available.
PBX, IVR) in the contact center enterprise. All peripheral skill group reports do not have
drill-down reports available.
Peripheral skill group templates are the same templates as base skill group templates with
one exception. Peripheral skill group tabular templates do not have drill-down reports
available while base skill group tabular templates do have drill-down reports available.
one exception. Peripheral skill group tabular templates do not have drill-down reports
available while base skill group tabular templates do have drill-down reports available.
Peripheral Skill Group Report Summary List
The following table lists all the IPCC Peripheral Skill Group report templates that WebView