User Guide

IPCC Skill Group Report Templates IPCC Enterprise Skill Group Reports
5- 5
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Enterprise Skill Group Reports
An enterprise skill group is a collection of peripheral skill groups. They can be from the same
contact center or from several contact centers. All enterprise skill group tabular reports have
drill-drown reports available.
All enterprise skill group tabular reports have drill-down reports available.
The following table lists all the ICM Enterprise 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.
perskg27:
Peripheral Skill
Group Historical All
Fields Report, page
5-119
IPCC and/or
standard ACD
historical table All fields in the
Skill_Group_Half_Hour
table sorted by skill group
name. This report is for
on-line viewing, or for
export to Microsoft Excel.
perskg28:
Peripheral Skill
Group Real Time
All Fields Report,
page 5-79
IPCC and/or
standard ACD
real-time table All fields in the
Skill_Group_Real_Time
table sorted by skill group
name. This report is for
on-line viewing, or for
export to Microsoft Excel.
perskg29:
Peripheral Skill
Group Logout Real
Time Report, page
5-89
IPCC and/or
standard ACD
real-time
A table of all the agents
that are configured for
the selected skill
group(s), but currently
not logged in.
Note: An agent can
appear more than once,
if the agent is configured
for more than one skill
group.
Template
Name
Applicable
Environment Type Description