Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Historical Reports

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

The percentage of time that the agents of this skill group spent in busy other state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The field totals for each skill group in an enterprise skill group.

The field totals for each enterprise skill group.

The field totals for all skill groups. 

entskg26: Enterprise Skill Group Consolidated Daily Report

Subject

A table of the selected enterprise skill group(s) showing 
consolidated call/task statistics, gathered in day increments.

Note: Completed tasks are all the tasks all tasks that completed 
during the time shown (that is, on the row in the report). This 
includes any tasks which began before the time frame shown. 
However, this does not include tasks where the caller abandoned in 
the local ACD queue.

This report displays the same data as the Perskg26 report, except 
that this report is first organized by enterprise skill group rather 
than by media. The report also contains the same data as the 
Entskg25 report except that here the data is gathered by day 
rather than by half hour.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show both the daily activity and the performance of the 
selected enterprise skill groups for the selected time period.

Applicable 
environment

IPCC and/or standard ACD

Template type

Historical table

Default sort order

By enterprise skill group name, then by skill group name, and then 
by date and time.

Drilldowns available

Yes

Schema database 
tables

Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour, Enterprise_Skill_Group_Member