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
Data:
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The enterprise name of the skill group and its skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Number of Full Time Equivalent (FTE) Agents Logon Total
The FTE value for the number of agents logged on to the system in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Not Ready
The FTE value for the number of agents in the Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Not Active
The FTE value for the number of agents in the Not Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Active
The FTE value for the number of agents in the Active, Talking in, Talking Out, and
Talking Other states in the half hour interval.
Talking Other states in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 1800
Number of Full Time Equivalent (FTE) Agents Wrapup
The FTE value for the number of agents who are involved in after-call work in the half
hour interval.
hour interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800