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
Number of Full Time Equivalent (FTE) Agents Other
The FTE value for the number of agents in the Busy Other state in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800
Number of Full Time Equivalent (FTE) Agents Hold
The FTE value for the number of agents in the Hold state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/ 1800)
Number of Full Time Equivalent (FTE) Agents Reserved
The FTE value for the number of agents in the Reserved state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ 1800)
Note
In the following summaries, the summary for FTE values is based on an 8 hour shift
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Daily Total (8 hr Shift)
The FTE value, based on an 8 hour shift calculation, for each field for the day.
Ent Skg Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for the enterprise
skill group.
skill group.
Report Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for all enterprise skill
groups.
groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
See
for an illustration of this 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.
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
the selected time period
Applicable environment
IPCC and/or ICM
Template type
Historical bar graph
Default sort order
By enterprise skill group