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
entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report
See Entskg35, page 10-64 for an illustration of this report.
Overview:
Subject A table of the selected enterprise skil
l group(s) showing consolidated call
statistics, gathered in half-hour increments.
Note Completed tasks are all the tasks all 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 Perskg35 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 both the activity and the performance of the selected enterprise
sk
ill 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
an
d time.
Drilldowns available Yes
Schema database tables Skill_Group
Enterprise_Skill_Group
Skill_Group_Half_Hour
Enterprise_Skill_Group_Member
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName and
Enterpri
se_Skill_Group.EnterpriseSkillGroupID
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID