User Guide

5-84
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
Unified CCE Peripheral Skill Group Real-Time Reports
• perskg01: Peripheral Skill Group Status real-time Report, page 5-84
• perskg03: Peripheral Skill Group Agent State Status Report, page 5-87
• perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report, page 5-90
• perskg05: Peripheral Skill Group % Utilization of Ready Agents Report, page 5-88
• perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report, page 5-89
• perskg28: Peripheral Skill Group real-time All Fields Report, page 5-92
• perskg29: Peripheral Skill Group Logout real-time Report, page 5-105
• perskg30: IPCC Peripheral Skill Group Status real-time Report, page 5-106
perskg01: Peripheral Skill Group Status real-time Report
See Perskg01, page 10-54 for an illustration of this report.
perskg34: IPCC
Peripheral Skill
Group Performance
Summary Daily
Report, page 5-146
Unified CCE only historical table A summary of agent
performance for each skill group
for the selected day(s).
perskg35: IPCC
Peripheral Skill
Group Consolidated
Half Hour Report,
page 5-150
Unified CCE only historical table The activity and the performance
of the selected enterprise skill
groups for the selected half-hour
intervals.
perskg36: IPCC
Peripheral Skill
Group Consolidated
Daily Report,
page 5-155
Unified CCE only Historical table The activity and the performance
of the selected enterprise skill
groups for the selected day(s).
Overview:
Subject A bar graph of the selected Peripheral Skill Group(s) showing the number
of agents in each skill group in the Not Ready, Not Active, Active,
Reserved, BusyOther, Hold, Interrupted, and Wrap-Up states.
Purpose To show the current status of the selected peripheral skill group(s).
Applicable environment Unified CCE, Unified ICM
Template type Real-time bar graph
Default sort order By media routing domain and then by skill group