User Guide

5-40
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
Number of Full Time Equivalent (FTE) Agents Other
The FTE value for the number of agents in the Busy Other state in the half hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800
Number of Full Time Equivalent (FTE) Agents Hold
The FTE value for the number of agents in the Hold state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/ 1800)
Number of Full Time Equivalent (FTE) Agents Reserved
The FTE value for the number of agents in the Reserved state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ 1800)
Note In the following summaries, the summary for FTE values is based on an 8 hour shift calculation.
If the report interval is chosen to be less than 8 hours, then this value will be lower than expected.
Daily Total (8 hr Shift)
The FTE value, based on an 8 hour shift calculation, for each field for the day.
Ent Skg Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for the enterprise skill group.
Report Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for all enterprise skill groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
See Entskg09, page 10-62 for an illustration of this report.
Overview:
Subject A bar graph of the selected Enterprise Skill Group(s) showing the
normalized percentage of agent-states over a specified range of time,
gathered in half-hour increments.
Purpose To show agent status in the selected enterprise skill group(s) for the
selected time period
Applicable environment Unified CCE, Unified ICM
Template type Historical bar graph
Default sort order By enterprise skill group