Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Enterprise Skill Group Reports

5      IPCC Skill Group Report Templates

The number of calls intercepted either by an agent or by the supervisor. 

Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

The total for each field for each skill group.

The total for each field for each enterprise skill group.

The total for all fields for all skill groups in the report.

entskg33: IPCC Enterprise Skill Group Performance Summary Half Hour 

Report

The enterprise skill group's enterprise name and ID. 

Derived from: Enterprise_Skill_Group.EnterpriseName 
(Enterprise_Skill_Group.EnterpriseSkillGroupID)

Subject

A table of the selected enterprise skill group(s) showing skill group 
statistics, gathered in half-hour increments.
Note: This report displays the same data as the Perskg23 report, 
except that this report is first 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.

Purpose

To show the performance of the selected enterprise skill groups for 
the selected time period.

Applicable 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.

Drilldowns available

Yes

Schema database 
tables

Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member