Cisco Cisco IP Contact Center Release 4.6.1 User Guide

An enterprise skill group is a collection of peripheral skill groups. They can be from the 
same contact center or from several contact centers.

All enterprise skill group tabular reports have drill-down reports available. 
The following table lists all the ICM Enterprise 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 a 
ICM environment. Click the template name for a detailed description.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing performance 
statistics, gathered in day 
increments. 

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing consolidated call 
and skill group statistics, 
gathered in half-hour 
increments.

IPCC only

historical table

A table of the selected 
Peripheral Skill Group(s) 
showing consolidated call 
and skill group statistics, 
gathered in day 
increments.

IPCC and/or ICM

real-time bar 
graph

The numbers of agents in 
the talking, idle, available, 
and wrap-up states.

IPCC and/or ICM

real time 
graph

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

IPCC and/or ICM

real time 
graph

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

IPCC and/or ICM

historical 
table

Half-hour data on calls 
handled, calls made, and 
agent times in handle, 
talk, and wrap-up.