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
entskg07: Enterprise Skill Group Performance Daily Report
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName +
Ente
rprise_Skill_Group.EnterpriseSkillGroupID
Date
The date of the selected row's data in M
M/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
Overview:
Report subject A table of the selected enterprise skill group(s) showing daily
totals for incomin
g tasks handled.
Note Completed tasks are all the tasks that completed during
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown.
The report also contains the same data as the Entskg06 report
except that here the data is gathered by day rather than by half
hour.
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