Cisco Cisco IPCC Web Option 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
Completed Tasks Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Completed Tasks Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold for the skill group in the half hour interval.
were put on hold for the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks External Out
The total number of completed outbound tasks made by agents in the skill group. The
value is updated in the database when any after-task work time associated with the
task is completed.
value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
FTE # Agents
The FTE (full time equivalent) value for the number of agents logged on in the half hour
interval.
interval.
Derived from: sum(LoggedOnTimeToHalf) / 1800
NOTE: In the following summaries, the summary for FTE # Agents is based on an 8
hour shift calculation. If the report interval is chosen to be less than 8 hours, then this
value will be lower than expected.
hour shift calculation. If the report interval is chosen to be less than 8 hours, then this
value will be lower than expected.
Daily Summary
The total for each field for a given day.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for all fields for all skill groups in the report.
entskg07: Enterprise Skill Group Performance Daily Report
Overview:
Report subject
Enterprise Skill Group:
A table of the selected enterprise skill group(s) showing daily
totals for incoming tasks handled.
Note: Completed tasks are all the 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.
The report also contains the same data as the Entskg06 report
except that here the data is gathered by day rather than by half
hour.
A table of the selected enterprise skill group(s) showing daily
totals for incoming tasks handled.
Note: Completed tasks are all the 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.
The report also contains the same data as the Entskg06 report
except that here the data is gathered by day rather than by half
hour.