User Guide

5-29
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
SL Tasks RONA 5
The count of calls that are redirected with no answer
within the skill group service level threshold
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5
entskg29: Enterprise Skill Group Logout real-time Report
Overview:
Subject A table listing all the agents currently logged out of the selected enterprise
ski
ll group(s)
This report displays the same data as the Perskg29 report, except that this
repo
rt is first organized by enterprise skill group rather than by media.
Note If an agent is a member of an enterprise skill group, then the agent
will be considered logged into each member peripheral skill group.
Therefore, one agent logged into one enterprise skill group
composed of five peripheral skill groups will show up as 5 agents.
Purpose To list all the agents currently logged out of an enterprise skill group(s).
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By enterprise skill group, then by skill group, and then by agent within the
ski
ll group.
Drilldowns available Ye s
Schema database tables Enterprise_Skill_Group
Skill_Group
Agent
Skill_Group_Member
Agent_Skill_Group_Real_Time
Data:
Enterprise Skill Group
The enterprise skill group in which the agent resides.
Derived from: Enterprise_Skill_Group.EnterpriseName
Skill Group
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID