Cisco Cisco Administrative Workstation Guida Utente

Table that shows all skill groups and their associated
Outbound Option Stats.

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perskg11: Outbound Option (Blended
Agent) Statistics

Table of real time Peripheral Skill Group Statistics

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perskg20: ICM Peripheral Skill Group
Status Real Time

Table of all fields Skill Group Real Time Statistics

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perskg28: Peripheral Skill Group Real
Time All Fields

Table of Logout Real Time Statistics for Skill Group

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perskg29: Peripheral Skill Group
Logout Real Time

Table of half-hour FTE counts for agents signed on, idle,
available, talking, and in wrap-up.

H

perskg08: FTE for Peripheral Skill
Groups Half Hour

Stacked bar graph showing a normalized percentage of
agent-states over specified range of time.

H

perskg09: Peripheral Skill Group
Normalized Agent State

Table of half-hour outbound option counts for agents signed
on, handle, talk and hold.

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perskg12: Outbound Option (Blended
Agent) Call Detail Performance in
Skill Groups Half Hour

Table of Call Statistics for Peripheral Skill Group by Half
Hour

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perskg21: ICM Peripheral Skill Group
Task Summary Half Hour

Table of Call Statistics for Peripheral Skill Group by Day

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perskg22: ICM Peripheral Skill Group
Task Summary Daily

Table of Peripheral Skill Group Statistics by Half Hour

H

perskg23: ICM Peripheral Skill Group
Performance Summary Half Hour

Table of Peripheral Skill Group Statistics by Day

H

perskg24: ICM Peripheral Skill Group
Performance Summary Daily

Table of Consolidated Call and Skill Group Statistics by Half
Hour

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perskg25: ICM Peripheral Skill Group
Consolidated Half Hour

Table of Consolidated Call and Skill Group Statistics by Day

H

perskg26: ICM Peripheral Skill Group
Consolidated Daily

Table of all fields for Skill Group by Half Hour

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perskg27: Peripheral Skill Group
Historical All Fields

Enterprise

An enterprise skill group is a collection of peripheral skill groups. They can be from the same
contact center or from several contact centers. All enterprise skill group tabular reports have
drill-down reports available.

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

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entskg01: Enterprise 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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entskg03: Enterprise Skill Group
Agent State Status

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