Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The field totals for each skill group in an enterprise skill group.

The field totals for each enterprise skill group.

The field totals for all skill groups. 

A peripheral skill group is a skill group associated with a specific single peripheral (ACD, 
PBX, IVR) in the contact center enterprise. All peripheral skill group reports do not have 
drill-down reports available.

Peripheral skill group templates are the same templates as base skill group templates with 
one exception. Peripheral skill group tabular templates do not have drill-down reports 
available while base skill group tabular templates do have drill-down reports available.

The following table lists all the IPCC Peripheral Skill Group report templates that WebView

provides. Click the template name for a detailed description.

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 bar 
graph

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

IPCC and/or ICM

real-time bar 
graph

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