Cisco Cisco IPCC Web Option 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
% Hold
The percentage of agents in the skill group that have all active calls on hold during the
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
entskg27: Enterprise Skill Group Historical All Fields Report
Overview:
Subject
A table of all the selected enterprise skill groups listing all the
available skill-group historical report data for the selected interval
Note: This report displays the same data as the Perskg27 report
except that this report is organized by enterprise skill group rather
than by media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
available skill-group historical report data for the selected interval
Note: This report displays the same data as the Perskg27 report
except that this report is organized by enterprise skill group rather
than by media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
Purpose
To show all the available enterprise skill-group historical report
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized enterprise skill-group
historical report
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
data in the Skill_Group_Half_Hour database table so that you can
select which data you want for a customized enterprise skill-group
historical report
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.
Drilldowns available
Yes
Schema database
tables
tables
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.