Cisco Cisco IP Contact Center Release 4.6.1 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
entskg05: Enterprise Skill Group % Utilization of Ready Agents Report
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Media (no label)
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject
A bar graph of the selected Enterprise Skill Group(s) showing the
percent utilization of agents. The ratio is between time logged on
and time handling calls.
percent utilization of agents. The ratio is between time logged on
and time handling calls.
Purpose
To show the utilization of the agents in an enterprise skill group
Applicable environment
IPCC and/or ICM
Template type
Real-time bar graph
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database table
Enterprise_Skill_Group
Skill_Group
Skill_Group
Skill_Group_Real_Time
Media_Routing_Domain