User Guide

5-16
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
Queued Now
The number of tasks currently queued for the skil
l group at the CallRouter and at the
local ACD queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Skill_Group_R
eal_Time.CallsQueuedNow
entskg28: Enterprise Skill Group Real Time All Fields Report
Overview:
Subject A table of the selected enterprise skill group(s) listing all the
a
vailable skill-group real-time report data.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
This report displays the same data as
the Perskg28 report
except that this report is organized by enterprise skill group
rather than by media.
Note In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
Purpose To show all the available enterprise skill-group real-time data in
the Skill_Group_Real_Time database table so that you can select
which data you want for a customized enterprise skill-group
real-time report.
Note This report is designed to be saved and exported or copied
to another format. For example, you can export the report
to an Excel spreadsheet and modify the report to suit your
needs. If that is not acceptable, you can also use a
third-party tool to customize your report.
Applicable
environment
IPCC and/or ICM
Tem pl ate typ e Real-time table
Default sort order By enterprise skill group, then by skill group, and then by date
and time.
Drilldowns available Yes
Schema database
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member