Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Intercept
The number of calls intercepted either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.
Report Summary
The total fields for all skill groups.
entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report
See
for an illustration of this report.
Overview:
Subject
A table of the selected enterprise skill group(s) showing
consolidated call statistics, gathered in half-hour increments.
consolidated call statistics, gathered in half-hour 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.
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 Perskg35 report except
that this report is first organized by enterprise skill group rather
than by media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
that this report is first organized by enterprise skill group rather
than by media.
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 activity and the performance of the selected
enterprise skill groups for the selected time period.
enterprise skill groups for the selected time period.
Applicable environment
IPCC only
Template type
Historical table
Default sort order
By enterprise skill group name, then by skill group name, and
then by date and time.
then by date and time.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member