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 Peripheral Skill Group Reports
perskg08: FTE for Peripheral Skill Groups Half Hour Report
See
for an illustration of this report.
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing half-hour
FTE (Full Time Equivalent) counts for agents signed on and in the
Not Ready, Not Active, Active, Wrap Up, Hold, Reserved, and
BusyOther states.
Note: This report displays the same data as the Entskg08 report
except that this report is organized by media rather then by skill
group.
Full-time equivalent (FTE) is a way to measure how many people
are needed to do a task. In a contact center, FTE counts are used
to determine the number of full-time agents that would be
required in the half hour interval to perform the work done during
that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For example,
if agents spent a total of 7200 seconds handling calls during a
half-hour (1800 second) interval, the FTE for call handling during
the interval is
FTE (Full Time Equivalent) counts for agents signed on and in the
Not Ready, Not Active, Active, Wrap Up, Hold, Reserved, and
BusyOther states.
Note: This report displays the same data as the Entskg08 report
except that this report is organized by media rather then by skill
group.
Full-time equivalent (FTE) is a way to measure how many people
are needed to do a task. In a contact center, FTE counts are used
to determine the number of full-time agents that would be
required in the half hour interval to perform the work done during
that interval.
To calculate the FTE, divide the number of seconds of work
performed by the number of seconds in the interval. For example,
if agents spent a total of 7200 seconds handling calls during a
half-hour (1800 second) interval, the FTE for call handling during
the interval is
7200 person-seconds / 1800 seconds = 4 persons
This means that if all agents spent full-time handling
calls during the interval, the work could have been done
by four agents.
calls during the interval, the work could have been done
by four agents.
Purpose
To show how many agents would be needed to handle tasks in the
selected peripheral skill group(s) for the selected time period.
selected peripheral skill group(s) for the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By the skill group, media routing domain, and then by date and
time
Note: The perskg08 report is sorted by default only in ascending
order. You cannot sort this report other then by its default sort.
You cannot use the column headers, unlike in other reports, to
sort the data.
time
Note: The perskg08 report is sorted by default only in ascending
order. You cannot sort this report other then by its default sort.
You cannot use the column headers, unlike in other reports, to
sort the data.
Drilldowns available
When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
Schema database
table.
table.
Skill_Group_Half_Hour
Skill_Group
Media_Routing_Domain
Media_Routing_Domain