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)
% Reserved
The percentage of agents in the skill group in the Reserved state during the selected
interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Hold
The percentage of agents in the skill group that have all active calls on hold during the
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
entskg21: Enterprise Skill Group Task Summary Half Hour Report
Overview:
Subject A table of the selected enterprise skill group(s) showing call
statistics gathered in half-hour increments
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned in
the local ACD queue.
The report displays the same data as the Perskg21 report except
that this data is organized by enterprise skill group rather than by
media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show the call activity for the selected enterprise skill groups for
the selected time period.
Applicable
environment
IPCC and/or standard ACD
Template type Historical table
Default sort order By enterprise skill group name, then by skill group name, and then
by date and time.
Drilldowns available Yes
Schema database
tables
Skill_Group
Enterprise_Skill_Group
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour