Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Media (no label)
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.
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.
Derived from: Media_Routing_Domain.EnterpriseName
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.
Derived from: Media_Routing_Domain.EnterpriseName
% Utilization
The percent utilization is computed by dividing the total time agents spent handling
calls by the total time agents were ready. (To calculate the time that agents were
ready, the report subtracts the Not Ready time from the total time that agents were
logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) /
(Skill_Group_Real_Time.LoggedOnTimeTo5 - Skill_Group_Real_Time.NotReadyTimeTo5)
calls by the total time agents were ready. (To calculate the time that agents were
ready, the report subtracts the Not Ready time from the total time that agents were
logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) /
(Skill_Group_Real_Time.LoggedOnTimeTo5 - Skill_Group_Real_Time.NotReadyTimeTo5)
entskg20: Enterprise Skill Group Status Real Time Report
Overview:
Subject
A table of the selected enterprise skill group(s) showing real-time
skill group statistics
skill group statistics
Note: If a call is queued to an Enterprise skill group, then the call
will be queued at each peripheral skill group that belongs to the
enterprise skill group. Therefore one call queued to an enterprise
skill group composed of five peripheral skill groups will show up as
5 calls.
will be queued at each peripheral skill group that belongs to the
enterprise skill group. Therefore one call queued to an enterprise
skill group composed of five peripheral skill groups will show up as
5 calls.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show the current status of the selected enterprise skill groups.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By enterprise skill group.
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