Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Peripheral Skill Group Reports

5      IPCC Skill Group Report Templates

IPCC and/or ICM

Historical bar 
graph

The normalized percentage 
of agent-states over a 
specified range of time, 
gathered in half-hour 
increments

Outbound Option
(IPCC and/or ICM)

real-time table

The current status of the 
selected Outbound Option 
skill group(s).

Outbound Option
(IPCC and/or ICM)

historical table

The percentage of time that 
Outbound Option agents 
spent in the signed on, 
handle, talk, and hold 
states, gathered in half-hour 
increments.

IPCC only

real-time table

Agent states in full-time 
equivalent (FTE) counts and 
in percentages.

IPCC and/or ICM

historical table

All fields in the 
Skill_Group_Half_Hour table 
sorted by skill group name. 
This report is for on-line 
viewing, or for export to 
Microsoft Excel. 

IPCC and/or ICM

real-time table

All fields in the 
Skill_Group_Real_Time table 
sorted by skill group name. 
This report is for on-line 
viewing, or for export to 
Microsoft Excel.

IPCC and/or ICM

real-time table

All the agents that are 
configured for the selected 
skill group(s), but currently 
not logged in. 

Note: An agent can appear 
more than once, if the agent 
is configured for more than 
one skill group.

IPCC only

real-time table

Real-time peripheral skill 
group statistics.