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
perskg27: Peripheral Skill Group Historical All Fields Report
Data:
Skill Group
The skill group's enterprise name and skill target ID
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
*Callback Msg
The number of callback messages processed by the agent in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
Overview:
Subject
A table of the selected Peripheral Skill Group(s) listing all the
available skill-group historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
available skill-group historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note
In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
Purpose
To show all the available peripheral skill-group historical report
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized peripheral skill-group
historical report
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized peripheral skill-group
historical report
Note
This report is designed to be saved and exported or copied
to another format. For example, you can export the report
to an Excel spreadsheet and modify the report to suit your
needs. If that is not acceptable, you can also use a
third-party tool to customize your report.
to another format. For example, you can export the report
to an Excel spreadsheet and modify the report to suit your
needs. If that is not acceptable, you can also use a
third-party tool to customize your report.
Applicable environment
IPCC and/or ICM
Template type
Historical
Default sort order
By skill group
Drilldowns available
Yes: When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report).
No: When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report).
subcategory (that is, used as a base only skill group report).
No: When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report).
Schema database
tables
tables
Skill Group
Skill_Group_Half_Hour