Cisco Cisco IPCC Web Option User Guide

IPCC Enterprise Skill Group Reports

5      IPCC Skill Group Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The count of calls that are dequeued from a skill group within the skill group service 
level threshold during the rolling five minute interval.

Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5

The count of calls that are redirected with no answer within the skill group service level 
threshold during the rolling five minute interval.

Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5

entskg29: Enterprise Skill Group Logout Real Time Report

The enterprise skill group in which the agent resides.

Derived from: Enterprise_Skill_Group.EnterpriseName 

Subject

A table listing all the agents currently logged out of the selected 
enterprise skill group(s) 
This report displays the same data as the Perskg29 report, except 
that this report is first organized by enterprise skill group rather 
than by media.
Note: If an agent is a member of an enterprise skill group, then 
the agent will be considered logged into each member peripheral 
skill group. Therefore, one agent logged into one enterprise skill 
group composed of five peripheral skill groups will show up as 5 
agents.

Purpose

To list all the agents currently logged out of an enterprise skill 
group(s). 

Applicable environment

IPCC and/or ICM

Template type

Real-time table

Default sort order

By enterprise skill group, then by skill group, and then by agent 
within the skill group.

Drilldowns available

Yes

Schema database 
tables

Enterprise_Skill_Group
Skill_Group
Agent
Skill_Group_Member
Agent_Skill_Group_Real_Time