Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
5-3
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
Base Only Skill Group Reports
Agent States in Multimedia Skill Groups
In addition to the basic states, a non voice MRD agent state is used to indicate that
IPCC/ICM has lost connection with the application instance that supports MRD. That is,
when IPCC/ICM loses connection with the application instance supporting MRD X, agent A's
state is set to WORK_NOT_READY.
IPCC/ICM has lost connection with the application instance that supports MRD. That is,
when IPCC/ICM loses connection with the application instance supporting MRD X, agent A's
state is set to WORK_NOT_READY.
The MRD agent state allows IPCC/ICM software to capture the duration of a lost contact. The
cause for losing the contact can be:
cause for losing the contact can be:
•
Failure in the network connection between the application instance and IPCC/ICM.
•
Failure of application instances.
•
The CTI server associated with the Agent PG is not active or inaccessible.
For Cisco Voice MRD, the WORK_NOT_READY state does not change. That is, the agent is
performing wrap-up work after the call. The agent enters Not_Ready state when wrap-up is
complete.
performing wrap-up work after the call. The agent enters Not_Ready state when wrap-up is
complete.
Base Only Skill Group Reports
Some peripherals allow skill groups to be prioritized. In this case, skill groups can be defined
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill
groups.
The base skill group peripheral reports are the same as the peripheral skill group reports
except that all base skill group tabular reports have drill-drown reports available while
peripheral skill group tabular reports do not.
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents
in the .pri skill group would, for example, have more skill in an area while the agents in the
.sec skill group would be the backup agents.
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill
groups.
The base skill group peripheral reports are the same as the peripheral skill group reports
except that all base skill group tabular reports have drill-drown reports available while
peripheral skill group tabular reports do not.
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents
in the .pri skill group would, for example, have more skill in an area while the agents in the
.sec skill group would be the backup agents.
The following table lists all the ICM Base Only 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 an
ICM environment. Click the template name for a detailed description.
be used only in an IPCC environment, and most of them can be used in either an IPCC or an
ICM environment. Click the template name for a detailed description.
Template
Name
Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
real-time bar
graph
graph
Numbers of agents in
talking, idle, available, and
wrap-up states.
talking, idle, available, and
wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
available, idle, talking, and
wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
Percentage utilization of
agents. The ratio between
time logged on and time
handling calls.
agents. The ratio between
time logged on and time
handling calls.