Cisco Cisco IP Contact Center Release 4.6.1 User Guide
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
entskg27: Enterprise Skill Group Historical All Fields Report
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)
Skill Group
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
*Callback Msg
The number of callback messages processed by the agent the half hour interval,.
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
Overview:
Subject
A table of all the selected enterprise skill groups listing all the
available skill-group historical report data for the selected interval
Note: This report displays the same data as the Perskg27 report
except that this report is organized by enterprise skill group rather
than by media.
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
Note: This report displays the same data as the Perskg27 report
except that this report is organized by enterprise skill group rather
than by media.
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 enterprise 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 enterprise 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 enterprise 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 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
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.