Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
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
See
for an illustration of this report.
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName and
Enterprise_Skill_Group.EnterpriseSkillGroupID
Enterprise_Skill_Group.EnterpriseSkillGroupID
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.
Purpose
To show agent status in the selected enterprise skill group(s) for
the selected time period
the selected time period
Applicable environment
IPCC and/or ICM
Template type
Historical bar graph
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database table
Enterprise_Skill_Group
Skill_Group_Half_Hour