User Guide

5-81
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
provides. Click the template name for a detailed description.
Peripheral Skill
Group Report Name
Applicable
Environment Type Description
perskg01:
Peripheral Skill
Group Status Real
Time Report, page
5-83
IPCC and/or ICM real-time bar
graph
The numbers of agents in
the talking, idle, available,
and wrap-up states.
perskg03:
Peripheral Skill
Group Agent State
Status Report,
page 5-85
IPCC and/or ICM real-time bar
graph
The percentage of agents in
available, idle, talking, and
wrap-up states.
perskg05:
Peripheral Skill
Group %
Utilization of
Ready Agents
Report, page 5-86
IPCC and/or ICM real-time bar
graph
The percentage utilization of
agents. The ratio between
time logged on and time
handling calls.
perskg08: FTE for
Peripheral Skill
Groups Half Hour
Report, page
5-108
IPCC and/or ICM Historical table Half-hour FTE counts for
agents signed on, idle,
available, talking, and in
wrap-up.
perskg09:
Peripheral Skill
Group Normalized
Agent State
Report, page
5-110
IPCC and/or ICM Historical bar
gr
aph
The normalized percentage
of agent-states over a
specified range of time,
gathered in half-hour
increments
perskg11:
Outbound Option
(Blended Agent)
Statistics By Skill
Group Report,
page 5-87
Outbound Option
(IPCC and/or ICM)
real-time table The current status of the
sele
cted Outbound Option
skill group(s).
perskg12:
Outbound Option
(Blended Agent)
Task Detail
Performance In
Skill Groups Half
Hour Report, page
5-112
Outbound Option
(IPCC and/or ICM)
historical table The percentage of time that
Outbound Option
agents
spent in the signed on,
handle, talk, and hold
states, gathered in half-hour
increments.
perskg14: IPCC
Rolling 5-minute
Peripheral Skill
Group Status
Report, page 5-88
IPCC only real-time table Agent states in full-time
eq
uivalent (FTE) counts and
in percentages.