Cisco Cisco E-Mail Manager Unity Integration Option 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
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName +
Enterprise_Skill_Group.EnterpriseSkillGroupID
Enterprise_Skill_Group.EnterpriseSkillGroupID
Date
The date of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS
(hour, minute, second) format.
(hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Completed Tasks Incoming Handled
The number of incoming tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming Avg Wrap Time
The average time that agents in the skill group spent in wrapup for incoming tasks
handled in the half hour interval. Wrap-up work is task-related work performed by an
agent after the task is over.
handled in the half hour interval. Wrap-up work is task-related work performed by an
agent after the task is over.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks
handled by the skill group in the half hour interval.
handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Purpose
To show the performance of the selected Enterprise skill groups
for the selected time period. Provides information on how many
incoming tasks and External Out (Outbound) tasks were
completed,along with average times spent for incoming tasks.
The report also provides information on how many incoming
tasks were put on hold, the average hold time and the number
of Full Time Equivalent (FTE) agents.
for the selected time period. Provides information on how many
incoming tasks and External Out (Outbound) tasks were
completed,along with average times spent for incoming tasks.
The report also provides information on how many incoming
tasks were put on hold, the average hold time and the number
of Full Time Equivalent (FTE) agents.
Template type
Historical table
Sort order
By enterprise skill group
Drilldowns available
Yes
Schema database table
Skill_Group_Half_Hour