Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
entskg30: IPCC Enterprise Skill Group Status Real Time Report
See
for an illustration of this 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)
Queued Now
The number of calls currently queued to the skill group at the CallRouter and at the
local ACD queue.
local ACD queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Skill_Group_Real_Time.CallsQueuedNow
Skill_Group_Real_Time.CallsQueuedNow
Longest Task Queued
The longest queued task on the routing media, measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from:
(In an IPCC routing media domain) Skill_Group_Real_Time.RouterLongestCallInQ
(In a standard ACD media domain) Skill_Group_Real_Time.LongestCallQ
Overview:
Subject
A table of the selected enterprise skill group(s) showing real-time
skill group statistics
Note: If a call is queued to an Enterprise skill group, then the call
will be queued at each peripheral skill group that belongs to the
enterprise skill group. Therefore one call queued to an enterprise
skill group composed of five peripheral skill groups will show up as
5 calls.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
skill group statistics
Note: If a call is queued to an Enterprise skill group, then the call
will be queued at each peripheral skill group that belongs to the
enterprise skill group. Therefore one call queued to an enterprise
skill group composed of five peripheral skill groups will show up as
5 calls.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show the current status of the selected enterprise skill groups.
Applicable environment
IPCC only
Template type
Real-time table
Default sort order
By enterprise skill group.
Drilldowns available
Yes
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member
Enterprise_Skill_Group_Member