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
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor.
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.
entskg33: IPCC Enterprise Skill Group Performance Summary Half Hour Report
Overview:
Subject A table of the selected enterprise skill group(s) showing skill group
statistics, gathered in half-hour increments.
Note This report displays the same data as the Perskg23 report, except
that this report is first 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.
Purpose To show the performance of 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.