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
Report Summary
The field totals for all skill groups.
entskg36: IPCC Enterprise Skill Group Consolidated Daily 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 skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Overview:
Subject
A table of the selected enterprise skill group(s) showing
consolidated call/task statistics, gathered in day increments.
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
This report displays the same data as the Perskg36 report, except
that this report is first organized by enterprise skill group rather
than by media. The report also contains the same data as the
Entskg35 report except that here the data is gathered by day
rather than by half hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
consolidated call/task statistics, gathered in day increments.
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
This report displays the same data as the Perskg36 report, except
that this report is first organized by enterprise skill group rather
than by media. The report also contains the same data as the
Entskg35 report except that here the data is gathered by day
rather than by half hour.
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 both the daily activity and the performance of the
selected enterprise skill groups for the selected time period.
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.
then by date and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour, Enterprise_Skill_Group_Member
Enterprise_Skill_Group
Skill_Group_Half_Hour, Enterprise_Skill_Group_Member