User Guide

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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
Daily Summary
The total for each field for a given day.
Enterprise Skill Group Summary
The total for each field for each enterprise
skill group.
Report Summary
The total for all fields for all skill groups in the report.
entskg07: Enterprise Skill Group Performance Daily Report
Overview:
Report subject A table of the selected enterprise skill group(s) showing daily totals for
in
coming tasks handled.
Note Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any
tasks which began before the time frame shown.
The report also contains the same data as the Entskg06 report except
that here the data is gathered by day rather than by half hour.
Purpose To show the performance of the selected Enterprise skill groups for the
selected ti
me period. Provides information on how many incoming
tasks and External Out (Outbound) tasks were completed,along with
average times spent for incoming tasks. The report also provides
information on how many incoming tasks were put on hold, the average
hold time and the number of Full Time Equivalent (FTE) agents.
Template type Historical table
Sort order By enterprise skill group
Drilldowns available Yes
Schema database table Skill_Group_Half_Hour
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName +
Enterpri
se_Skill_Group.EnterpriseSkillGroupID