Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
DateTime
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_Real_Time.DateTime
Log On
The number of agents that are currently logged into the skill group. This count is
updated each time an agent logs on and each time an agent logs off.
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Active
The number of agents in the skill group who are currently not working on a task
associated with the skill group.
associated with the skill group.
Derived from: Skill_Group_Real_Time.Avail
*Ready
The number of agents for the skill group in the Ready state.
The Ready state is one in which an agent is logged on to the system and either working
on a call, involved in after call work, or available to handle a new task. Agents are not
available to handle new tasks when they are in the NotReady or WorkNotReady states.
on a call, involved in after call work, or available to handle a new task. Agents are not
available to handle new tasks when they are in the NotReady or WorkNotReady states.
Derived from: Skill_Group_Real_Time.Ready
Purpose
To show all the available enterprise skill-group real-time data in
the Skill_Group_Real_Time database table so that you can select
which data you want for a customized enterprise skill-group
real-time report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
the Skill_Group_Real_Time database table so that you can select
which data you want for a customized enterprise skill-group
real-time report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable
environment
environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By enterprise skill group, then by skill group, and then by date
and time.
and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member