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
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in
the half hour interval.
the half hour interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half
hour interval.
hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.
Report Summary
The total fields for all skill groups.
entskg34: IPCC Enterprise Skill Group Performance Summary Daily Report
Overview:
Subject
A table of the selected enterprise skill group(s) showing
skill group statistics gathered in day increments.
This report displays the same data as the Perskg24
report, except that this report is first organized by
enterprise skill group rather than by media. The report
also contains the same data as the Entskg23 report
except that here the data is gathered by day rather than
by half hour.
Fields applicable to a voice domain only are prefixed
with an asterisk (*). Such fields are not applicable for
e-mail or collaboration media.
skill group statistics gathered in day increments.
This report displays the same data as the Perskg24
report, except that this report is first organized by
enterprise skill group rather than by media. The report
also contains the same data as the Entskg23 report
except that here the data is gathered by day rather than
by half hour.
Fields applicable to a voice domain only are prefixed
with an asterisk (*). Such fields are not applicable for
e-mail or collaboration media.
Purpose
To show the performance of the selected enterprise skill
groups for the selected time period.
groups for the selected time period.
Applicable environment
IPCC only
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group
name, and then by agent.
name, and then by agent.