Cisco Cisco IPCC Web Option User Guide
5-
38
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
Number of Full Time Equivalent (FTE) Agents Active
The FTE value for the number of agents in the Active, Talking In, Talking Out, and
Talking Other states in the half hour interval.
Talking Other states in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Wrapup
The FTE value for the number of agents who are involved in after-call work in the half
hour interval.
hour interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800
Number of Full Time Equivalent (FTE) Agents Other
The FTE value for the number of agents in the Busy Other state in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Hold
The FTE value for the number of agents in the Hold state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/1800)
Number of Full Time Equivalent (FTE) Agents Reserved
The FTE value for the number of agents in the Reserved state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/1800)
NOTE: In the following summaries, the summary for FTE values 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.
shift calculation. If the report interval is chosen to be less than 8 hours, then this value
will be lower than expected.
Daily Total (8 hr Shift)
The FTE value, based on an 8 hour shift calculation, for each field for the day.
Ent Skg Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for the enterprise
skill group.
skill group.
Report Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for all enterprise skill
groups.
groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
Overview:
Subject
A bar graph of the selected Enterprise Skill Group(s) showing
the normalized percentage of agent-states over a specified
range of time, gathered in half-hour increments.
the normalized percentage of agent-states over a specified
range of time, gathered in half-hour increments.