Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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.

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).