User Guide

5-30
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
Agent Name
The first and last name of the agent.
Derived from: Person.FirstName + Person.LastName
entskg30: IPCC Enterprise Skill Group Status real-time Report
See Entskg30, page 10-63 for an illustration of this report.
Overview:
Subject A table of the selected enterprise skill group(s) showing real-time skill
group statistics.
Fields applicable to a
voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Note If a call is queued to an Enterprise skill group, then the call will
be queued at each peripheral skill group that belongs to the
enterprise skill group. Therefore one call queued to an enterprise
skill group composed of five peripheral skill groups will show up
as 5 calls.
Purpose To show the current status of the selected enterprise skill groups.
Applicable environment Unified CCE only
Template type Real-time table
Default sort order By enterprise skill group.
Drilldowns available Yes
Schema database tables Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName
(Ent
erprise_Skill_Group.EnterpriseSkillGroupID)
Queued Now
The number of calls currently queued to the s
kill group at the CallRouter and at the local ACD
queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Sk
ill_Group_Real_Time.CallsQueuedNow