User Guide

5-6
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
entskg06: Enterprise Skill
Group Performance Half
Hour Report, page 5-34
Unified CCE,
Unified ICM
historical table Half-hour data on calls
handled, calls made, and agent
times in handle, talk, and
wrap-up.
entskg07: Enterprise Skill
Group Performance Daily
Report, page 5-36
Unified CCE,
Unified ICM
historical table Per-day full-time equivalent
(FTE) number of agents, call
counts, and agent handling
times for talk, handle, and
wrap-up.
entskg08: Full Time
Equivalent for Enterprise
Skill Groups Half Hour
Report, page 5-38
Unified CCE,
Unified ICM
historical table Half-hour full-time equivalent
(FTE) counts for agents signed
on, idle, available, talking, and
in wrap-up.
entskg09: Enterprise Skill
Group Normalized Agent
State Report, page 5-40
Unified CCE,
Unified ICM
historical graph Normalized percentage of
agent-states over specified
range of time.
entskg14: IPCC Rolling
5-Minute Enterprise Skill
Group Status Report,
page 5-14
Unified CCE only real-time table A rolling five-minute table
showing agent states in
full-time equivalent (FTE)
counts and in percentages.
entskg27: Enterprise Skill
Group Historical All Fields
Report, page 5-42
Unified CCE,
Unified ICM
historical table All fields in the
Skill_Group_Half_Hour table
sorted by enterprise skill group
name. This report is for on-line
viewing, or for export to
Microsoft Excel.
This report displays the same
data as the perskg27 report,
except that this report is first
organized by enterprise skill
group.
entskg28: Enterprise Skill
Group real-time All Fields
Report, page 5-16
Unified CCE,
Unified ICM
real-time table All fields in the
Skill_Group_Real_Time table
sorted by enterprise skill group
name. This report is for on-line
viewing, or for export to
Microsoft Excel.
This report displays the same
data as the perskg28 report,
except that this report is first
organized by enterprise skill
group.