User Guide

IPCC Skill Group Report Templates Base Only Skill Group Reports
5- 3
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
The base skill group peripheral reports are the same as the peripheral skill group reports
except that all base skill group tabular reports have drill-drown reports available while
peripheral skill group tabular reports do not.
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents in
the .pri skill group would, for example, have more skill in an area while the agents in the .sec
skill group would be the backup agents.
The following table lists all the ICM Base Only Skill Group report templates that WebView
provides. Each of these templates can be used in an IPCC environment, a few of them can be
used only in an IPCC environment, and most of them can be used in either an IPCC or a
standard ACD environment. Click the template name for a detailed description.
Template
Name
Applicable
Environment Type Description
perskg01:
Peripheral Skill
Group Status Real
Time Report, page
5-70
IPCC and/or
standard ACD
real-time bar
graph
Numbers of agents in
talking, idle, available, and
wrap-up states.
perskg03:
Peripheral Skill
Group Agent State
Status Report,
page 5-71
IPCC and/or
standard ACD
real-time bar
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
perskg04: Rolling
5-minute
Peripheral Skill
Group Status
Report, page 5-72
IPCC and/or
standard ACD
real-time table A rolling five-minute table
that shows agent states in
full-time equivalent (FTE)
counts and in percentages.
perskg05:
Peripheral Skill
Group %
Utilization of Ready
Agents Report,
page 5-74
IPCC and/or
standard ACD
real-time bar
graph
Percentage utilization of
agents. The ratio between
time logged on and time
handling calls.
perskg08: FTE for
Peripheral Skill
Groups Half Hour
Report, page 5-91
IPCC and/or
standard ACD
Historical table Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
perskg09:
Peripheral Skill
Group Normalized
Agent State
Report, page 5-93
IPCC and/or
standard ACD
Historical bar
graph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
perskg11:
Outbound Option
(Blended Agent)
Statistics By Skill
Group Report,
page 5-75
IPCC and/or
standard ACD
real-time table Statistics showing skill
group Outbound Option
status.