User Guide

IPCC Skill Group Report Templates Summary List of IPCC Enterprise Skill Group Reports
5- 7
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
entskg05: Enterprise
Skill Group % Utilization
of Ready Agents Report,
page 5-14
IPCC and/or
standard ACD
real time
graph
Percent utilization of
agents. The ratio between
time logged on and time
handling calls.
entskg08: FTE for
Enterprise Skill Group
Half Hour Report, page
5-29
IPCC and/or
standard ACD
historical
table
Half-hour full-time
equivalent (FTE) counts for
agents signed on, idle,
available, talking, and in
wrap-up.
entskg09: Enterprise
Skill Group Normalized
Agent State Report,
page 5-31
IPCC and/or
standard ACD
historical
graph
Normalized percentage of
agent-states over specified
range of time.
entskg20: Enterprise
Skill Group Status Real
Time Report, page 5-15
IPCC and/or
standard ACD
real-time
table
Real-time status data
for enterprise skill
groups.
This report displays the
same data as the
ipcc_perskg20 report,
except that this report is
first organized by enter-
prise skill group.
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.
Template Name
Applicable
Environment Type Description