Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
5-110
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
% Reserved
The percentage of agents in the skill group in the Reserved state during the selected
interval.
interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% 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
perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour
Report
Report
Data:
Peripheral Skill Group
The name of the peripheral skill group.
Derived from: Skill_Group.EnterpriseName
DateTime (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing the
percentage of time that Outbound Option agents spent in the
signed on, handle, talk, and hold states, gathered in half-hour
increments.
percentage of time that Outbound Option agents spent in the
signed on, handle, talk, and hold states, gathered in half-hour
increments.
Purpose
To show outbound option performance details for the selected
time period.
time period.
Applicable environment
Outbound Option. (IPCC and/or ICM)
Template type
Historical table
Default sort order
By the skill group and then by the date
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 table
Skill_Group
Agent_Skill_Group_Half_Hour