Cisco Cisco Administrative Workstation Guida Utente

Table of task count daily totals, queue delay time daily totals,
and service level daily averages.

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entsvc11: Tasks Analysis of Enterprise
Services Daily

Table of task count and queue delay time half-hour totals,
and service level half-hour totals.

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entsvc12: Tasks Analysis of Enterprise
Services Half Hour

Overlapped bar graph that shows the number of tasks offered
per day.

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entsvc13: Enterprise Service Tasks
Offered Daily

Overlapped bar graph that shows the number of tasks handled
per day.

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entsvc14: Enterprise Service Tasks
Handled Daily

Overlapped bar graph that shows the number of tasks
abandoned per day.

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entsvc15: Enterprise Service Tasks
Abandoned Daily

Line graph of tasks abandoned, handled, and offered per day
(for use with a single enterprise service).

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entsvc16: Enterprise Service History
Daily

Overlapped bar graph showing the distribution (number) of
tasks offered at a half-hour sample rate.

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entsvc17: Enterprise Service Tasks
Offered Half Hour

Table report that shows historical task handling data for a
collection of gates.

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entsvc18: Enterprise Gate Analysis
Half Hour

Table summary of all historical enterprise service fields

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entsvc24: Enterprise Service Historical
All Fields

Skill Group Templates

Skill group reports provide performance metrics on a collection of agents who share a common
set of skills, such as all agents who are skilled to handle English speaking callers.

Base Only

The base skill group reports are the same as the peripheral skill group reports, except that all
base skill group tabular reports allow you to launch drill-down reports from within the current
report window.

A drill-down report is a detailed sub-report from within the current report window.

Stacked bar graph showing numbers of agents in talking,
idle, available, and wrap-up states.

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perskg01: Peripheral Skill Group
Status Real Time

Stacked bar graph showing the percentage of agents in
available, idle, talking, and wrap-up states.

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perskg03: Peripheral Skill Group
Agent State Status

Rolling 5-minute table showing agent states in full-time
equivalent (FTE) counts and the number of tasks queued.

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perskg04: ICM Rolling 5-minute
Peripheral Skill Group Status

Bar graph of percent utilization of agents (ratio between time
logged on and time handling calls).

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perskg05: Peripheral Skill Group %
Utilization of Ready Agents

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)