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 Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
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
*Callback Msg Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages in the half hour interval.
callback messages in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
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.
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.
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.
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
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.
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.
Applicable environment
IPCC and/or ICM
Template type
Historical
Default sort order
By skill group
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_Half_Hour
Skill_Group_Half_Hour