Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing
half-hour FTE (Full Time Equivalent) counts for agents signed on
and in the Not Ready, Not Active, Active, Wrap Up, Hold,
Reserved, and BusyOther states.
Note: This report displays the same data as the Perskg08
report except that this report is organized by enterprise skill
group rather than by media.
Full-time equivalent (FTE) is a way to measure how many
people are needed to do a task. In a contact center, FTE counts
are used to determine the number of full-time agents that
would be required in the half hour interval to perform the work
done during that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For
example, if agents spent a total of 7200 seconds handling calls
during a half-hour (1800 second) interval, the FTE for call
handling during the interval is
half-hour FTE (Full Time Equivalent) counts for agents signed on
and in the Not Ready, Not Active, Active, Wrap Up, Hold,
Reserved, and BusyOther states.
Note: This report displays the same data as the Perskg08
report except that this report is organized by enterprise skill
group rather than by media.
Full-time equivalent (FTE) is a way to measure how many
people are needed to do a task. In a contact center, FTE counts
are used to determine the number of full-time agents that
would be required in the half hour interval to perform the work
done during that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For
example, if agents spent a total of 7200 seconds handling calls
during a half-hour (1800 second) interval, the FTE for call
handling during the interval is
7200 person-seconds / 1800 seconds = 4
persons
persons
This means that if all agents spent full-time handling
calls during the interval, the work could have been
done by four agents.
calls during the interval, the work could have been
done by four agents.
Purpose
To show how many agents would be needed to handle tasks in
the selected enterprise skill group(s) for the selected time
period.
the selected enterprise skill group(s) for the selected time
period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By enterprise skill group and then by date and time.
Note: The Enskg08 report is sorted by default only in ascending
order. You cannot sort this report other then by its default sort.
You cannot use the column headers, unlike in other reports, to
sort the data.
Note: The Enskg08 report is sorted by default only in ascending
order. You cannot sort this report other then by its default sort.
You cannot use the column headers, unlike in other reports, to
sort the data.
Drilldowns available
Yes
Applicable in an IPCC
environment
environment
Yes
Schema database table
Skill_Group
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour