User Guide
IPCC Skill Group Report Templates Peripheral Skill Group Report Summary List
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
perskg08: FTE for
Peripheral Skill
Groups Half Hour
Report, page 5-91
IPCC and/or
Standard ACD
Historical table Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
perskg09:
Peripheral Skill
Group Normalized
Agent State
Report, page 5-93
IPCC and/or
Standard ACD
Historical bar
graph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
perskg11:
Outbound Option
(Blended Agent)
Statistics By Skill
Group Report,
page 5-75
Outbound Option
(IPCC and/or
Standard ACD)
real-time table The current status of the
selected Outbound Option
skill group(s).
perskg12:
Outbound Option
(Blended Agent)
Task Detail
Performance In
Skill Groups Half
Hour Report, page
5-94
Outbound Option
(IPCC and/or
Standard ACD)
historical table The percentage of time that
Outbound Option agents
spent in the signed on,
handle, talk, and hold states,
gathered in half-hour
increments.
perskg20:
Peripheral Skill
Group Status Real
Time Report, page
5-76
IPCC and/or
Standard ACD
real-time table Real-time peripheral skill
group statistics.
perskg21:
Peripheral Skill
Group Task
Summary Half
Hour Report, page
5-97
IPCC only historical table A summary of task statistics
for each skill group for the
selected half-hour(s).
perskg22:
Peripheral Skill
Group Task
Summary Daily
Report, page
5-101
IPCC only historical table A summary of task statistics
for each skill group for the
selected day(s).
perskg23:
Peripheral Skill
Group Performance
Summary Half
Hour Report, page
5-104
IPCC only historical table A summary of agent
performance for each skill
group for the selected
half-hour(s).
Peripheral Skill
Group Report
Name
Applicable
Environment Type Description