Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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
Current 5 Minutes SL Statistics: SL Tasks RONA
The number of tasks that are redirected with no answer within the skill group service
level threshold in the last five-minute interval. Applicable for IPCC only.
level threshold in the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelRONATo5
perskg29: Peripheral Skill Group Logout Real Time Report
See
for an illustration of this report.
Data:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The skill group in which the agent resides and its ID number.
Derived from: Skill_Group.EnterpriseName Skill_Group.EnterpriseID
Agent
The first and last name of the agent.
Derived from: Person.FirstName + ‘, ‘+ Person.LastName
Overview:
Subject
A table of the selected peripheral skill groups listing all the agents
currently logged out
currently logged out
Purpose
To list all the agents currently logged out of a skill group(s)
Applicable environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By media routing domain, then by skill group, and then by agent
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
tables
tables
Agent
Media_Routing_Domain
Person
Skill_Group
Skill_Group
Skill_Group_Member
Agent_Skill_Group_Real_Time