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
perskg08: FTE for Peripheral Skill Groups Half Hour Report
See Perskg08, page 10-55 for an illustration of this report.
Overview:
Subject A table of the selected Peripheral Skill Group(s) showing half-hour FTE
(Full Time Equivalent) counts for agents signed on and in the Not Ready,
Not Active, Active, Wrap Up, Hold, Reserved, and BusyOther states.
Note This report displays the same data as the Entskg08 report except
that this report is organized by media rather then by skill group.
Full-time equivalent (FTE) is a way to measure how many people are
needed to do a task. In a contact center, FTE counts are used to determine
the number of full-time agents that would be required in the half hour
int
erval to perform the work done during that interval.
To calculate the FTE, divide the number of seconds of work performed by
the nu
mber of seconds in the interval. For example, if agents spent a total
of 7200 seconds handling calls during a half-hour (1800 second) interval,
the FTE for call handling during the interval is:
7200 person-seconds/ 1800 seconds = 4 persons
This means that if all agents spent full-time handling calls during the
i
nterval, the work could have been done by four agents.
Purpose To show how many agents would be needed to handle tasks in the selected
perip
heral skill group(s) for the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By the skill group, media routing domain, and then by date and time.
Note The perskg08 report is sorted by default only in ascending order.
You cannot sort this report other then by its default sort. You
cannot use the column headers, unlike in other reports, to sort the
data.
Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory
(that is, used as a base only skill group report).
No: When selected from the
Peripheral Skill Group template subcategory
(that is, used as a peripheral skill group report).
Schema database table. Skill_Group_Half_Hour
Skill_Group
Media_Routing_Domain