User Guide

5-4
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
Base Only Skill Group Reports
perskg08: FTE for
Peripheral Skill
Groups Half Hour
Report, page 5-108
IPCC and/or 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
5-110
IPCC and/or ICM Historical bar
gr
aph
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 5-87
IPCC and/or ICM real-time table Statistics showing skill
group Outbound Option
status.
perskg12: Outbound
Option (Blended
Agent) Task Detail
Performance In Skill
Groups Half Hour
Report, page 5-112
IPCC and/or ICM historical table Statistics showing the
percentage of tim
e that
Outbound Option agents
spent in the signed on,
handle, talk, and hold
states, gathered in
half-hour increments.
perskg27: Peripheral
Skill Group Historical
All Fields Report,
page 5-115
IPCC and/or ICM historical table All fields in the
Skill_
Group_Half_Hour
table sorted by skill group
name. This report is for
on-line viewing, or for
export to Microsoft Excel.
perskg28: Peripheral
Skill Group Real Time
All Fields Report,
page 5-90
IPCC and/or ICM real-time table All fields in the
Skill_
Group_Real_Time
table sorted by skill group
name. This report is for
on-line viewing, or for
export to Microsoft Excel.
perskg29: Peripheral
Skill Group Logout
Real Time Report,
page 5-103
IPCC and/or ICM real-time A table of all the agents
that are configu
red for the
selected skill group(s), but
currently not logged in.
Note: An agent
can
appear more than once, if
the agent is configured for
more than one skill group.
perskg30: IPCC
Peripheral Skill Group
Status Real Time
Report, page 5-104
IPCC only real-time table A table of the selected
pe
ripheral skill group(s)
showing the current
statistics for each skill
group