Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for all fields for all skill groups in the report.
entskg32: IPCC Enterprise Skill Group Task Summary Daily Report
Overview:
Subject
A table of the selected enterprise skill group(s) showing daily
totals for incoming and outgoing call counts and call
treatments, gathered in day increments
Note: Completed tasks are all the 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.
This report displays the same data as the Perskg32 report
except that this data is organized by enterprise skill group
rather than by media. The report also contains the same data
as the Entskg31 report except that here the data is gathered by
day rather than by half hour.
totals for incoming and outgoing call counts and call
treatments, gathered in day increments
Note: Completed tasks are all the 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.
This report displays the same data as the Perskg32 report
except that this data is organized by enterprise skill group
rather than by media. The report also contains the same data
as the Entskg31 report except that here the data is gathered by
day rather than by half hour.
Purpose
To show the call activity for the selected enterprise skill groups
for the selected time period.
for the selected time period.
Applicable
environment
environment
IPCC only
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member