Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Real-Time Reports

The fraction of 5 minutes that agents in the skill group have been in the Busy Other 
state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300

The number of tasks currently queued for the skill group at the CallRouter and at the 
local ACD queue. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow + 
Skill_Group_Real_Time.CallsQueuedNow

entskg05: Enterprise Skill Group % Utilization of Ready Agents Report

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName 
(Enterprise_Skill_Group.EnterpriseSkillGroupID)

Skill Group (no label)

The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

Subject

A bar graph of the selected Enterprise Skill Group(s) showing the 
percent utilization of agents. The ratio is between time logged on 
and time handling calls.

Purpose

To show the utilization of the agents in an enterprise skill group 

Applicable 
environment

IPCC and/or standard ACD

Template type

Real-time bar graph

Default sort order

By enterprise skill group

Drilldowns available

No

Schema database 
table

Enterprise_Skill_Group
Skill_Group
Skill_Group_Real_Time
Media_Routing_Domain