Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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
Data:
% Utilization
The percent utilization is computed by dividing the total time agents spent handling
calls by the total time agents were ready.
calls by the total time agents were ready.
To calculate the time that agents were ready, the report subtracts the Not Ready time
from the total time that agents were logged on.
from the total time that agents were logged on.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report
Data:
Skill Group Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName
Agents on Predictive/ Progressive Tasks
The number of agents in the skill group currently talking on AutoOut (predictive) tasks.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
Agents on Preview Tasks
The number of agents in the skill group currently talking on outbound Preview tasks.
Derived from: Skill_Group_Real_Time.TalkingPreview
Agents on Reserved Tasks
The number of agents in the skill group currently talking on agent reservation tasks.
Derived from: Skill_Group_Real_Time.TalkingReserve
Overview:
Subject
Subject
A table of the selected Peripheral Skill Group(s) showing their
associated Outbound Option status.
associated Outbound Option status.
Purpose
To show the current outbound option status in the selected
peripheral skill groups
peripheral skill groups
Applicable environment
Outbound Option. (IPCC and/or ICM)
Template type
Real-time table
Default sort order
There is no default sorting in this template
Drilldowns available
When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
Schema database
tables
tables
Skill_Group
Skill_Group_Real_Time