User Guide

IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
FTE Wrap Up
The FTE value for the number of agents who are involved in after-call work during an
interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800
FTE Other
The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800
FTE Hold
The FTE value for the number of agents in the Hold state.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/1800)
FTE Reserved
The FTE value for the number of agents in the Reserved state.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/1800)
Daily Summary
The total for each field for each skill group.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for each field for all skill groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
Overview:
Subject A bar graph of the selected Enterprise Skill Group(s) showing the
normalized percentage of agent-states over a specified range of
time, gathered in half-hour increments.
Purpose To show agent status in the selected enterprise skill group(s) for
the selected time period
Applicable environment IPCC and/or standard ACD
Template type Historical bar graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database table Enterprise_Skill_Group
Skill_Group_Half_Hour