Cisco Cisco IP Contact Center Release 4.6.2 User Guide

IPCC Peripheral Skill Group Reports

5      IPCC Skill Group Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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.

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.

Peripheral Skill Group Report Summary List

The following table lists all the IPCC Peripheral Skill Group report templates that WebView

provides. Click the template name for a detailed description.

IPCC and/or ICM

real-time bar 
graph

The numbers of agents in 
the talking, idle, available, 
and wrap-up states.

IPCC and/or ICM

real-time bar 
graph

The percentage of agents in 
available, idle, talking, and 
wrap-up states.

IPCC and/or ICM

real-time bar 
graph

The percentage utilization of 
agents. The ratio between 
time logged on and time 
handling calls.

IPCC and/or ICM

Historical table

Half-hour FTE counts for 
agents signed on, idle, 
available, talking, and in 
wrap-up.