User Guide

5-6
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Template
Name
Applicable
Environment
Type Description
entskg01: Enterprise
Skill Group Status Real
Time Report Template,
page 5-10
IPCC and/or ICM real-time bar
gr
aph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
entskg03: Enterprise
Skill Group Agent
Status Report, page
5-11
IPCC and/or ICM real time
graph
Percentage of agents in
available, idle, talking, and
wrap-up states.
entskg05: Enterprise
Skill Group %
Utilization of Ready
Agents Report, page
5-13
IPCC and/or ICM real time
graph
Percent utilization of
agents. The ratio between
time logged on and time
handling calls.
entskg06: Enterprise
Skill Group Performance
Half Hour Report, page
5-33
IPCC and/or ICM historical
table
Half-hour data on calls
handled, calls made, and
agent times in handle,
talk, and wrap-up.
entskg07: Enterprise
Skill Group Performance
Daily Report, page 5-36
IPCC and/or ICM historical
table
Per-day full-time
equivalent (FTE) number
of agents, call counts, and
agent handling times for
talk, handle, and wrap-up.
entskg08: Full Time
Equivalent for
Enterprise Skill Groups
Half Hour Report, page
5-38
IPCC and/or ICM historical
table
Half-hour full-time
equivalent (FTE) counts
for agents signed on, idle,
available, talking, and in
wrap-up.
entskg09: Enterprise
Skill Group Normalized
Agent State Report,
page 5-40
IPCC and/or ICM historical
graph
Normalized percentage of
agent-states over specified
range of time.
entskg14: IPCC Rolling
5-Minute Enterprise
Skill Group Status
Report, page 5-14
IPCC only real-time
table
A rolling five-minute table
showing
agent states in
full-time equivalent (FTE)
counts and in percentages.