User Guide

Contents
vii Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
entskg24: Enterprise Skill Group Performance Summary Daily Report 5-44
entskg25: Enterprise Skill Group Consolidated Half Hour Report 5-47
entskg26: Enterprise Skill Group Consolidated Daily Report 5-51
entskg27: Enterprise Skill Group Historical All Fields Report 5-55
IPCC Peripheral Skill Group Reports 5-66
Peripheral Skill Group Report Summary List 5-66
Example IPCC Peripheral Skill Group Report 5-69
IPCC Peripheral Skill Group Real-Time Reports 5-69
perskg01: Peripheral Skill Group Status Real Time Report 5-70
perskg03: Peripheral Skill Group Agent State Status Report 5-71
perskg04: Rolling 5-minute Peripheral Skill Group Status Report 5-72
perskg05: Peripheral Skill Group % Utilization of Ready Agents Report 5-74
perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report 5-75
perskg20: Peripheral Skill Group Status Real Time Report 5-76
perskg28: Peripheral Skill Group Real Time All Fields Report 5-79
perskg29: Peripheral Skill Group Logout Real Time Report 5-89
Peripheral Skill Group Historical Reports 5-90
perskg08: FTE for Peripheral Skill Groups Half Hour Report 5-91
perskg09: Peripheral Skill Group Normalized Agent State Report 5-93
perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour
Report
5-94
perskg21: Peripheral Skill Group Task Summary Half Hour Report 5-97
perskg22: Peripheral Skill Group Task Summary Daily Report 5-101
perskg23: Peripheral Skill Group Performance Summary Half Hour Report 5-104
perskg24: Peripheral Skill Group Performance Summary Daily Report 5-108
perskg25: Peripheral Skill Group Consolidated Half Hour Report 5-111
perskg26: Peripheral Skill Group Consolidated Daily Report 5-115
perskg27: Peripheral Skill Group Historical All Fields Report 5-119
CHAPTER 6 Trunk Group for IP-IVR Report Templates 6-1
Summary List of all Trunk Group for IP-IVR Reports 6-1
Example Trunk Group for IP-IVR Report 6-3
Trunk Group for IP-IVR Report Descriptions 6-3
trkgrp04: Trunks Real Time All Fields Report 6-4
trkgrp12: Trunks Historical All Fields Report 6-6
trkgrp20: All Ports Busy Real Time Report 6-8
trkgrp21: IVR Ports Idle & In Service Real Time Report 6-9
trkgrp22: IVR Ports Status Real Time Report 6-10
trkgrp23: IVR Ports Performance Half Hour Report 6-10