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
% BusyOther
The percentage of agents in the skill group in the BusyOther state during the selected interval.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Reserved
The percentage of agents in the skill group in the Reserved state during the selected interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Hold
The percentage of agents in the skill group that have all active calls on hold during the selected
interval. The agent is not in the Hold state with one call on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
entskg27: Enterprise Skill Group Historical All Fields Report
Overview:
Subject A table of all the selected enterprise skill groups listing all the available
skill-group historical report data for the selected interval
This report displays the same data as the Perskg27 report except that this
report is organized by enterprise skill group rather than by media.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
In the following descriptions, agent-dialed outbound calls or tasks are
different from Outbound Option calls that are program-dialed outbound
calls. Only fields specified as Outbound Option contain automated call
data. In all other cases, outbound calls are agent-dialed ones.
Purpose To show all the available enterprise skill-group historical report data in the
Skill_Group_Half_Hour database table so that you can select which data
you want for a customized enterprise skill-group historical report
This report is designed to be saved and exported or copied to another
format. For example, you can export the report to an Excel spreadsheet
and modify the report to suit your needs. If that is not acceptable, you can
also use a third-party tool to customize your report.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By enterprise skill group name, then by skill group name, and then by date
and time.