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 Peripheral Skill Group Reports
Data:
% Utilization
The percent utilization is computed by dividing the total time agents spent handling calls by the
tot
al time agents were ready.
To calculate the time that agents were ready, the rep
ort subtracts the Not Ready time from the total
time that agents were logged on.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report
Overview:
Subject A table of the selected Peripheral Skil
l Group(s) showing their associated
Outbound Option status.
Purpose To show the current outbound option status in the selected peripheral skill
gr
oups
Applicable environment Outbound Option. (Unified CCE, Unified ICM)
Template type Real-time table
Default sort order There is no default sorting in this template
Drilldowns available When selected from the Base Only Skill Group template subcategory (that
is, u
sed as a base only skill group report), Yes. When selected from the
Peripheral Skill Group template subcategory (that is, used as a peripheral
skill group report), No.
Schema database tables Skill_Group
Skill_Group_Real_Time
Data:
Skill Group Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName
Agents on Predictive/ Progressive Tasks
The number of agents in the skill group currently talking on AutoOut (predictive) tasks.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
Agents on Preview Tasks
The number of agents in the skill group currently talking on outbound Preview tasks.
Derived from: Skill_Group_Real_Time.TalkingPreview