Cisco Cisco IPCC Web Option ユーザーガイド

IPCC Skill Group Report Templates

Peripheral Skill Group Report Summary List

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC and/or 
Standard ACD

Historical table

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

IPCC and/or 
Standard ACD

Historical bar 
graph

The normalized percentage 
of agent-states over a 
specified range of time, 
gathered in half-hour 
increments

Outbound Option
(IPCC and/or 
Standard ACD)

real-time table

The current status of the 
selected Outbound Option 
skill group(s).

Outbound Option
(IPCC and/or 
Standard ACD)

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.

IPCC and/or 
Standard ACD

real-time table

Real-time peripheral skill 
group statistics.

IPCC only

historical table

A summary of task statistics 
for each skill group for the 
selected half-hour(s).

IPCC only

historical table

A summary of task statistics 
for each skill group for the 
selected day(s).

IPCC only

historical table

A summary of agent 
performance for each skill 
group for the selected 
half-hour(s).