Cisco Cisco E-Mail Manager Unity Integration Option User Guide
5-6
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
IPCC and/or ICM
historical
table
table
Per-day full-time
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
IPCC and/or ICM
historical
table
table
Half-hour full-time
equivalent (FTE) counts
for agents signed on, idle,
available, talking, and in
wrap-up.
equivalent (FTE) counts
for agents signed on, idle,
available, talking, and in
wrap-up.
IPCC and/or ICM
historical
graph
graph
Normalized percentage of
agent-states over specified
range of time.
agent-states over specified
range of time.
IPCC only
real-time
table
table
A rolling five-minute table
showing agent states in
full-time equivalent (FTE)
counts and in percentages.
showing agent states in
full-time equivalent (FTE)
counts and in percentages.
IPCC and/or ICM
historical
table
table
All fields in the
Skill_Group_Half_Hour
table sorted by enterprise
skill group name. This
report is for on-line
viewing, or for export to
Microsoft Excel.
Skill_Group_Half_Hour
table sorted by enterprise
skill group name. This
report is for on-line
viewing, or for export to
Microsoft Excel.
This report displays the
same data as the
perskg27 report, except
that this report is first
organized by enterprise
skill group.
same data as the
perskg27 report, except
that this report is first
organized by enterprise
skill group.
IPCC and/or ICM
real-time
table
table
All fields in the
Skill_Group_Real_Time
table sorted by enterprise
skill group name. This
report is for on-line
viewing, or for export to
Microsoft Excel.
Skill_Group_Real_Time
table sorted by enterprise
skill group name. This
report is for on-line
viewing, or for export to
Microsoft Excel.
This report displays the
same data as the
perskg28 report, except
that this report is first
organized by enterprise
skill group.
same data as the
perskg28 report, except
that this report is first
organized by enterprise
skill group.