Cisco Cisco Administrative Workstation User Guide

Rolling 5-minute grid showing agent states in full-time
equivalent (FTE) counts and the number of tasks queued.

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entskg04: ICM Rolling 5-minute
Enterprise Skill Group Status

Bar graph of percent utilization of agents (ratio between time
logged on and time handling calls).

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entskg05: Enterprise Skill Group %
Utilization of Ready Agents

Table of real time Skill Group Statistics by Enterprise Skill
Group

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entskg20: ICM Enterprise Skill Group
Status Real Time

Table of all fields Skill Group Real Time Statistics by
Enterprise Skill Group

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entskg28: Enterprise Skill Group Real
Time All Fields

Table of Logout Real Time Statistics for Skill Group by
Enterprise Skill Group

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entskg29: Enterprise Skill Group
Logout Real Time

Table showing half-hour data on calls handled, calls made,
and average agent times in handle, active, hold, and wrap-up.

H

entskg06: Enterprise Skill Group
Performance Half Hour

Table of per-day FTE number of agents, calls counts, and
average agent handling times for handle, active, hold and
wrap-up

H

entskg07: Enterprise Skill Group
Performance Daily

Table of half-hour FTE counts for agents signed on, idle,
available, talking, and in wrap-up.

H

entskg08: FTE for Enterprise Skill
Groups Half Hour

Stacked bar graph showing a normalized percentage of
agent-states over specified range of time.

H

entskg09: Enterprise Skill Group
Normalized Agent State

Table of Call Statistics for Skill Group by Enterprise Skill
Group by Half Hour

H

entskg21: ICM Enterprise Skill Group
Task Summary Half Hour

Table of Call Statistics for Skill Group by Enterprise Skill
Group by Day

H

entskg22: ICM Enterprise Skill Group
Task Summary Daily

Table of Skill Group Statistics by Enterprise Skill Group by
Half Hour

H

entskg23: ICM Enterprise Skill Group
Performance Summary Half Hour

Table of Skill Group Statistics by Enterprise Skill Group by
Day

H

entskg24: ICM Enterprise Skill Group
Performance Summary Daily

Table of Consolidated Call and Skill Group Statistics by
Enterprise Skill Group by Half Hour

H

entskg25: ICM Enterprise Skill Group
Consolidated Half Hour

Table of Consolidated Call and Skill Group Statistics by
Enterprise Skill Group by Day

H

entskg26: ICM Enterprise Skill Group
Consolidated Daily

Table of all fields for Skill Group by Enterprise Skill Group
by Half Hour

H

entskg27: Enterprise Skill Group
Historical All Fields

Peripheral

A peripheral skill group is a skill group associated with a specific single peripheral (ACD, PBX,
IVR) in the contact center enterprise. Peripheral skill group templates are the same templates
as base skill group templates with one exception: they do not have drill-down reports available,
while base skill group tabular templates do.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)