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

IPCC Skill Group Report Templates

IPCC Peripheral Skill Group Real-Time Reports

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

perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report

Data:

Skill Group Name

The name of the skill group.
Derived from: Skill_Group.EnterpriseName

Agents on Predictive/Progressive Tasks

The number of agents in the skill group currently talking on AutoOut (predictive) tasks.
Derived from: Skill_Group_Real_Time.TalkingAutoOut

Agents on Preview Tasks

The number of agents in the skill group currently talking on outbound Preview tasks.
Derived from: Skill_Group_Real_Time.TalkingPreview

Agents on Reserved Tasks

The number of agents in the skill group currently talking on agent reservation tasks.
Derived from: Skill_Group_Real_Time.TalkingReserve

Report Summary

The totals of each field in the report.

Overview:

Subject

A table of the selected Peripheral Skill Group(s) showing their
associated Outbound Option status.

Purpose

To show the current outbound option status in the selected
peripheral skill groups

Applicable
environment

Outbound Option. (IPCC and/or standard ACD)

Template type

Real-time table

Default sort order

There is no default sorting in this template

Drilldowns available

When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.

Schema database
tables

Skill_Group
Skill_Group_Real_Time