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
Agent State Times: % Busy Other Time
The percentage of time the half hour interval that the agents of this skill group spent in busy other
state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The field totals for each skill group in an enterprise skill group.
Enterprise Skill Group Summary
The field totals for each enterprise skill group.
Report Summary
The field totals for all skill groups.
entskg36: IPCC Enterprise Skill Group Consolidated Daily Report
Overview:
Subject A table of the selected enterprise skill group(s) showing consolidated
call/task statistics, gathered in day 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 Perskg36 report, except that this
report is first organized by enterprise skill group rather than by media. The
report also contains the same data as the Entskg35 report except that here
the data is gathered by day rather than by half hour.
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 daily activity and 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.