User Guide

5-5
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
Unified CCE Enterprise Skill Group Reports
An enterprise skill group is a collection of peripheral skill groups. They can be from the same contact
center or from several contact centers.
All enterprise skill group tabular reports have drill-down reports available.
The following table lists all the Unified ICME 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.
perskg33: IPCC
Peripheral Skill Group
Performance Summary
Half Hour Report,
page 5-142
Unified CCE only historical table A table of the selected
Peripheral Skill Group(s)
showing performance
statistics, gathered in half-hour
increments.
perskg34: IPCC
Peripheral Skill Group
Performance Summary
Daily Report,
page 5-146
Unified CCE only historical table A table of the selected
Peripheral Skill Group(s)
showing performance
statistics, gathered in day
increments.
perskg35: IPCC
Peripheral Skill Group
Consolidated Half Hour
Report, page 5-150
Unified CCE only historical table A table of the selected
Peripheral Skill Group(s)
showing consolidated call and
skill group statistics, gathered
in half-hour increments.
perskg36: IPCC
Peripheral Skill Group
Consolidated Daily
Report, page 5-155
Unified CCE only historical table A table of the selected
Peripheral Skill Group(s)
showing consolidated call and
skill group statistics, gathered
in day increments.
Template Name Applicable
Environment
Type Description
entskg01: Enterprise Skill
Group Status real-time
Report Template, page 5-10
Unified CCE,
Unified ICM
real-time bar
graph
The numbers of agents in the
talking, idle, available, and
wrap-up states.
entskg03: Enterprise Skill
Group Agent Status
Report, page 5-11
Unified CCE,
Unified ICM
real-time graph Percentage of agents in
available, idle, talking, and
wrap-up states.
entskg05: Enterprise Skill
Group % Utilization of
Ready Agents Report,
page 5-13
Unified CCE,
Unified ICM
real-time graph Percent utilization of agents.
The ratio between time logged
on and time handling calls.