User Guide

5-3
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Base Only Skill Group Reports
• The summary row in a report adds up all the columns within the report. It is not reflective of how
many agents there are overall, but how many agents are assigned for each skill group. For example,
one agent that is assigned to two skill groups shows up as two agents in the summary row.
See the Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted and the Administration
Guide for Cisco Unified Contact Center Enterprise for configuration and scripting considerations for
Unified CCE skill group reporting.
Base Only Skill Group Reports
Some peripherals allow skill groups to be prioritized. In this case, skill groups can be defined as either
base skill groups or sub-skill groups. The base skill group is the collection of sub-skill groups.
The base skill group peripheral reports are the same as the peripheral skill group reports except that all
base skill group tabular reports have drill-drown reports available while peripheral skill group tabular
reports do not.
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents in the .pri
skill group would, for example, have more skill in an area while the agents in the .sec skill group would
be the backup agents.
The following table lists all the Unified ICM Base Only Skill Group report templates that WebView
provides. Each of these templates can be used in a Unified CCE environment, a few of them can be used
only in a Unified CCE environment, and most of them can be used in either a Unified CCE or a Unified
ICM environment. Click the template name for a detailed description.
Template Name Applicable Environment Type Description
perskg01: Peripheral
Skill Group Status
real-time Report,
page 5-84
Unified CCE, Unified
ICM
real-time bar
graph
Numbers of agents in talking,
idle, available, and wrap-up
states.
perskg03: Peripheral
Skill Group Agent State
Status Report, page 5-87
Unified CCE, Unified
ICM
real-time bar
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
perskg05: Peripheral
Skill Group %
Utilization of Ready
Agents Report,
page 5-88
Unified CCE, Unified
ICM
real-time bar
graph
Percentage utilization of
agents. The ratio between time
logged on and time handling
calls.
perskg08: FTE for
Peripheral Skill Groups
Half Hour Report,
page 5-111
Unified CCE, Unified
ICM
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 5-113
Unified CCE, Unified
ICM
Historical bar
graph
The normalized percentage of
agent-states over a specified
range of time, gathered in
half-hour increments