Cisco Cisco IPCC Web Option User Guide
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in
the half hour interval.
the half hour interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half
hour interval.
hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Summary
The total fields for each skill group.
Media Summary
The total fields for each media routing domain.
Report Summary
The total fields for all skill groups.
perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing
performance statistics, gathered in day increments.
This report displays the same data as the Entskg23 report except
that this report is organized by media rather then by skill group.
The report also contains the same data as the Perskg23 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.
performance statistics, gathered in day increments.
This report displays the same data as the Entskg23 report except
that this report is organized by media rather then by skill group.
The report also contains the same data as the Perskg23 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 the daily performance of the selected skill groups for the
selected time period.
selected time period.
Applicable environment
IPCC only
Template type
Historical table
Default sort order
By media routing domain, skill group, and then by date and time