User Guide

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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
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name.
Derived from: Enterprise_Skill_Group.EnterpriseName
DateTime
The date and time of the selected row's data in MM/DD/YYYY
(month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of incoming tasks handled by the skil
l group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Avg Wrap Time
The average time that agents in the skill group spent in wr
ap-up for incoming tasks
handled in the half hour interval. Wrap-up work is task-related work performed by an
agent after the task is over.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour
.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming AHT
The average handle time in HH:MM:SS (hours, minu
tes, seconds) for incoming tasks
handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Purpose To show the performance of the selected Enterprise skill groups
fo
r the selected time period. Provides information on how many
incoming tasks and External Out (Outbound) tasks were
completed, along with average times spent for incoming tasks.
The report also provides information on how many incoming
tasks were put on hold, the average hold time and the number
of Full Time Equivalent (FTE) agents.
Tem pl ate typ e Historical table
Sort order By enterprise skill group
Drilldowns available Yes
Schema database table Skill_Group_Half_Hour