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
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
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.
entskg32: IPCC Enterprise Skill Group Task Summary Daily Report
Overview:
Subject A table of the selected enterprise skill group(s) showing daily totals for
incoming and outgoing call counts and call treatments, gathered in day
increments
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. However, this does
not include tasks where the caller abandoned in the local ACD
queue.
This report displays the same data as the Perskg32 report except that
this data is organized by enterprise skill group rather than by media.
The report also contains the same data as the Entskg31 report except
that here the data is gathered by day rather than by half hour.
Purpose To show the call activity for the selected enterprise skill groups for the
selected time period.
Applicable environment Unified CCE only
Template type Historical table
Default sort order By enterprise skill group name, then by skill group name, and then by
date and time.