Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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ICM WebView Online Help
Skill Group Reports
Peripheral skill group reports
Peripheral skill group reports
A peripheral skill group is a skill group associated with a specific single peripheral
(ACD, PBX, IVR) in the contact center enterprise.
The following table lists all the ICM Peripheral Skill Group report templates that
WebView
provides. Click the template name for a detailed description.
Table 11-3 Peripheral Skill Group Templates
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and
Standard
ACD
real-time
bar
graph
The numbers of agents in talking,
idle, available, and wrap-up
states.
IPCC and
Standard
ACD
real-time
bar
graph
The percentage of agents in
available, idle, talking, and
wrap-up states.
IPCC and
Standard
ACD
real-time
table
Agent states in full-time
equivalent (FTE) counts and in
percentages.
IPCC and
Standard
ACD
real-time
bar
graph
The percentage utilization of
agents. The ratio between time
logged on and time handling calls.
IPCC and
Standard
ACD
Historical
table
Half-hour FTE counts for agents
signed on, idle, available, talking,
and in wrap-up.
IPCC and
Standard
ACD
Historical
bar
graph
The normalized percentage of
agent-states over a specified
range of time, gathered in
half-hour increments
Blended
Agent
real-time
table
The current status of the selected
Blended Agent skill group(s).
Blended
Agent
historical
table
The percentage of time that
Blended Agent agents spent in the
signed on, handle, talk, and hold
states, gathered in half-hour
increments.
IPCC and
Standard
ACD
real-time
table
Real-time peripheral skill group
statistics.
IPCC
historical
table
A summary of task statistics for
each skill group for the selected
half-hour(s).
IPCC
historical
table
A summary of task statistics for
each skill group for the selected
day(s).