Cisco Cisco IPCC Web Option Mode D'Emploi
5-6
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
Template
Name
Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
real-time bar
graph
graph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
the talking, idle, available,
and wrap-up states.
IPCC and/or ICM
real time
graph
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
available, idle, talking, and
wrap-up states.
IPCC and/or ICM
real time
graph
graph
Percent utilization of
agents. The ratio between
time logged on and time
handling calls.
agents. The ratio between
time logged on and time
handling calls.
IPCC and/or ICM
historical
table
table
Half-hour data on calls
handled, calls made, and
agent times in handle,
talk, and wrap-up.
handled, calls made, and
agent times in handle,
talk, and wrap-up.
IPCC and/or ICM
historical
table
table
Per-day full-time
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
IPCC and/or ICM
historical
table
table
Half-hour full-time
equivalent (FTE) counts
for agents signed on, idle,
available, talking, and in
wrap-up.
equivalent (FTE) counts
for agents signed on, idle,
available, talking, and in
wrap-up.
IPCC and/or ICM
historical
graph
graph
Normalized percentage of
agent-states over specified
range of time.
agent-states over specified
range of time.
IPCC only
real-time
table
table
A rolling five-minute table
showing agent states in
full-time equivalent (FTE)
counts and in percentages.
showing agent states in
full-time equivalent (FTE)
counts and in percentages.