Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
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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
graph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
of agent-states over a
specified range of time,
gathered in half-hour
increments
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
real-time table
The current status of the
selected Outbound Option
skill group(s).
selected Outbound Option
skill group(s).
Outbound Option
(IPCC and/or ICM)
(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.
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.
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.
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.
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.
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.
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.
group statistics.