User Guide

5-40
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
Number of Full Time Equivalent (FTE) Agents Other
The FTE value for the number of agents in the B
usy Other state in the half hour
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800
Number of Full Time Equivalent (FTE) Agents Hold
The FTE value for the number of agents in the Hold state in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/ 1800)
Number of Full Time Equivalent
(FTE) Agents Reserved
The FTE value for the number of agents in the R
eserved state in the half hour interval.
Derived from: (Skill_Group_Half_Hour
.ReservedStateTimeToHalf/ 1800)
Note In the following summaries, the summary for FTE values is based on an 8 hour shift
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Daily Total (8 hr Shift)
The FTE value, based on an 8 hour shift calculation
, for each field for the day.
Ent Skg Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation
, for each field for the enterprise
skill group.
Report Total (8 hr shift)
The FTE value, based on an 8 hour shift calculation, for each field for all enterprise skill
groups.
entskg09: Enterprise Skill Group Normalized Agent State Report
See Entskg09, page 10-62 for an illustration of this report.
Overview:
Subject A bar graph of the selected Enterprise Skill Group(s) showing
the
normalized percentage of agent-states over a specified
range of time, gathered in half-hour increments.
Purpose To show agent status in the selected enterprise skill group(s) for
the selecte
d time period
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical bar graph
Default sort order By enterprise skill group