User Guide

5- 66
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Reports
DB DataTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Skill_Group_Half_Hour.DbDatetime
IPCC Peripheral Skill Group Reports
A peripheral skill group is a skill group associated with a specific single peripheral
(ACD, PBX, IVR) in the contact center enterprise. All peripheral skill group reports
do not have drill-down reports available.
Peripheral skill group templates are the same templates as base skill group
templates with one exception. Peripheral skill group tabular templates do not have
drill-down reports available while base skill group tabular templates do have
drill-down reports available.
Peripheral Skill Group Report Summary List
The following table lists all the ICM Peripheral Skill Group report templates that
WebView
provides. Click the template name for a detailed description.
Peripheral Skill
Group Report
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
The numbers of agents in the
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
The 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 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
The percentage utilization of
agents. The ratio between
time logged on and time
handling calls.