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

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IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
   
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  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
FTE Wrap Up
The FTE value for the number of agents who are involved in after-call work during an 
interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800
FTE Other
The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800
FTE Hold 
The FTE value for the number of agents in the Hold state.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/1800)
FTE Reserved 
The FTE value for the number of agents in the Reserved state.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/1800)
Daily Summary
The total for each field for each skill group.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for each field for all skill groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
Overview:
Subject
A bar graph of the selected Enterprise Skill Group(s) showing the 
normalized percentage of agent-states over a specified range of 
time, gathered in half-hour increments.
Purpose
To show agent status in the selected enterprise skill group(s) for 
the selected time period
Applicable environment
IPCC and/or standard ACD
Template type
Historical bar graph
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database table
Enterprise_Skill_Group
Skill_Group_Half_Hour