User Guide

5-14
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
Media (no label)
The media routing domain into which the agent is logged for doing this type of task.
This is the
media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If
an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
% Utilization
The percent utilization is computed by dividing the total time agents spent handling
calls by the total time agents were ready
. (To calculate the time that agents were
ready, the report subtracts the Not Ready time from the total time that agents were
logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5)/
(Skill_Group_Real_Time.LoggedOnTimeTo5 -
Skill_Group_Real_Time.NotReadyTimeTo5)
entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report
See Entskg14, page 10-62 for an illustration of this report.
Data:
Enterprise Skill Group
The enterprise name of the enterprise skill group.
Derived from: Enterprise_Skill_Group.EnterpriseName
Overview:
Subject A rolling 5-minute table of the selected Enterprise Skill Group(s)
sh
owing the current agent states in full-time equivalent (FTE)
counts and the number of tasks queued.
Purpose To show how many agents could be currently used to handle
tasks in the selected enterprise skill group(s)
Applicable
en
vironment
IPCC only
Tem pl ate typ e Real-time table
Default sort order By enterprise skill group
Drilldowns available Yes
Schema database table Enterprise_Skill_Group
Skill_Group_Real_Time