User Guide

5-13
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
% Hold
The percentage of agents in the skill group that
have all active calls on hold or whose
state to the skill group is Paused. The agent is not in the Hold state with one call on
hold and talking on another call (for example, a consultative call). The agent must have
all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold/ Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are in
volved in after-call work. An
agent doing wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: (Skill_Group_Real_Time.WorkReady +
Skill_Group_R
eal_Time.WorkNotReady)/ Skill_Group_Real_Time.LoggedOn
entskg05: Enterprise Skill Group % Utilization of Ready Agents Report
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName and
Enterprise_Skill_Group.EnterpriseSkillGroupID
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Overview:
Subject A bar graph of the selected Enterpr
ise Skill Group(s) showing the
percent utilization of agents. The ratio is between time logged on
and time handling calls.
Purpose To show the utilization of the agents in an enterprise skill group
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time bar graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database table Enterprise_Skill_Group
Skill_Group
Skill_Group_Real_Time
Media_Routing_Domain