Cisco Cisco E-Mail Manager Unity Integration Option 用户指南
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Report Summary
The field totals for all skill groups.
IPCC Peripheral Skill Group Reports
A peripheral skill group is a skill group associated with a specific single peripheral (ACD,
PBX, IVR) in the contact center enterprise. All peripheral skill group reports do not have
drill-down reports available.
PBX, IVR) in the contact center enterprise. All peripheral skill group reports do not have
drill-down reports available.
Peripheral skill group templates are the same templates as base skill group templates with
one exception. Peripheral skill group tabular templates do not have drill-down reports
available while base skill group tabular templates do have drill-down reports available.
one exception. Peripheral skill group tabular templates do not have drill-down reports
available while base skill group tabular templates do have drill-down reports available.
Peripheral Skill Group Report Summary List
The following table lists all the IPCC Peripheral Skill Group report templates that WebView
provides. Click the template name for a detailed description.
Peripheral Skill
Group Report
Name
Applicable
Environment
Type
Description
IPCC and/or ICM
real-time bar
graph
graph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
the talking, idle, available,
and wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
The percentage of agents in
available, idle, talking, and
wrap-up states.
available, idle, talking, and
wrap-up states.
IPCC and/or ICM
real-time bar
graph
graph
The percentage utilization of
agents. The ratio between
time logged on and time
handling calls.
agents. The ratio between
time logged on and time
handling calls.
IPCC and/or ICM
Historical table
Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
agents signed on, idle,
available, talking, and in
wrap-up.