Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
entskg07: Enterprise Skill Group Performance Daily Report
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName +
Enterprise_Skill_Group.EnterpriseSkillGroupID
Enterprise_Skill_Group.EnterpriseSkillGroupID
Date
The date of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS
(hour, minute, second) format.
(hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Completed Tasks Incoming Handled
The number of incoming tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Overview:
Report subject
A table of the selected enterprise skill group(s) showing daily
totals for incoming tasks handled.
totals for incoming tasks handled.
Note
Completed tasks are all the tasks that completed during
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown.
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown.
The report also contains the same data as the Entskg06 report
except that here the data is gathered by day rather than by half
hour.
except that here the data is gathered by day rather than by half
hour.
Purpose
To show the performance of the selected Enterprise skill groups
for the selected time period. Provides information on how many
incoming tasks and External Out (Outbound) tasks were
completed,along with average times spent for incoming tasks.
The report also provides information on how many incoming
tasks were put on hold, the average hold time and the number
of Full Time Equivalent (FTE) agents.
for the selected time period. Provides information on how many
incoming tasks and External Out (Outbound) tasks were
completed,along with average times spent for incoming tasks.
The report also provides information on how many incoming
tasks were put on hold, the average hold time and the number
of Full Time Equivalent (FTE) agents.
Template type
Historical table
Sort order
By enterprise skill group
Drilldowns available
Yes
Schema database table
Skill_Group_Half_Hour