User Guide

5-82
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Peripheral Skill Group Reports
Peripheral Skill Group Report Summary List
The following table lists all the Unified CCE Peripheral Skill Group report templates that WebView
provides. Click the template name for a detailed description.
Peripheral Skill
Group Report Name
Applicable
Environment
Type Description
perskg01: Peripheral
Skill Group Status
real-time Report,
page 5-84
Unified CCE, Unified
ICM
real-time bar
graph
The numbers of agents in the
talking, idle, available, and
wrap-up states.
perskg03: Peripheral
Skill Group Agent
State Status Report,
page 5-87
Unified CCE, Unified
ICM
real-time bar
graph
The percentage of agents in
available, idle, talking, and
wrap-up states.
perskg05: Peripheral
Skill Group %
Utilization of Ready
Agents Report,
page 5-88
Unified CCE, Unified
ICM
real-time bar
graph
The percentage utilization of
agents. The ratio between time
logged on and time handling
calls.
perskg08: FTE for
Peripheral Skill
Groups Half Hour
Report, page 5-111
Unified CCE, Unified
ICM
Historical table Half-hour FTE counts for agents
signed on, idle, available,
talking, and in wrap-up.
perskg09: Peripheral
Skill Group
Normalized Agent
State Report,
page 5-113
Unified CCE, Unified
ICM
Historical bar
graph
The normalized percentage of
agent-states over a specified
range of time, gathered in
half-hour increments
perskg11: Outbound
Option (Blended
Agent) Statistics By
Skill Group Report,
page 5-89
Outbound Option
(Unified CCE, Unified
ICM)
real-time table The current status of the selected
Outbound Option skill group(s).
perskg12: Outbound
Option (Blended
Agent) Task Detail
Performance In Skill
Groups Half Hour
Report, page 5-115
Outbound Option
(Unified CCE, Unified
ICM)
historical table The percentage of time that
Outbound Option agents spent in
the signed on, handle, talk, and
hold states, gathered in half-hour
increments.