Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
Derived from: Enterprise_Skill_Group.EnterpriseName
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
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.
Derived from: Skill_Group_Half_Hour.DateTime
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Total Queued
The number of tasks queued to this Skill Group by the CallRouter and the local ACD
queue within the interval.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf +
Skill_Group_Half_Hour.CallsQueuedToHalf
queue within the interval.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf +
Skill_Group_Half_Hour.CallsQueuedToHalf
Ent Queued
The number of tasks queued to this Skill Group by ICM; this does not include calls
queued locally by standard ACDs.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
queued locally by standard ACDs.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
Completed Tasks: Total
The total number of tasks completed by this skill group within the interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Completed Tasks: Aban
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf )
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf )
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group name, and then
by date and time.
by date and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member