Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Some peripherals allow skill groups to be prioritized. In this case, skill groups can be defined 
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill 
groups.
The base skill group peripheral reports are the same as the peripheral skill group reports 
except that  all base skill group tabular reports have drill-drown reports available while 
peripheral skill group tabular reports do not.
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents 
in the .pri skill group would, for example, have more skill in an area while the agents in the 
.sec skill group would be the backup agents.

The following table lists all the ICM Base Only Skill Group report templates that WebView

provides. Each of these templates can be used in an IPCC environment, a few of them can 
be used only in an IPCC environment, and most of them can be used in either an IPCC or an 
ICM environment. Click the template name for a detailed description.

IPCC and/or ICM

real-time bar 
graph

Numbers of agents in 
talking, idle, available, and 
wrap-up states.

IPCC and/or ICM

real-time bar 
graph

Percentage of agents in 
available, idle, talking, and 
wrap-up states.

IPCC and/or ICM

real-time bar 
graph

Percentage utilization of 
agents. The ratio between 
time logged on and time 
handling calls.

IPCC and/or ICM

Historical table

Half-hour FTE counts for 
agents signed on, idle, 
available, talking, and in 
wrap-up.

IPCC and/or ICM

Historical bar 
graph

The normalized 
percentage of agent-states 
over a specified range of 
time, gathered in half-hour 
increments

IPCC and/or ICM

real-time table

Statistics showing skill 
group Outbound Option 
status.