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 Peripheral Skill Group Reports
Data:
% Utilization
The percent utilization is computed by dividing the total time agents spent handling
calls by the total time agents were ready
.
To calculate the time that agents were ready, the report subtracts the Not Ready time
fro
m the total time that agents were logged on.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report
Data:
Skill Group Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName
Agents on Predictive/ Progressive Tasks
The number of agents in the skill group currently
talking on AutoOut (predictive) tasks.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
Agents on Preview Tasks
The number of agents in the skil
l group currently talking on outbound Preview tasks.
Derived from: Skill_Group_Real_Time.TalkingPreview
Agents on Reserved Tasks
The number of agents in the skil
l group currently talking on agent reservation tasks.
Derived from: Skill_Group_Real_Time.TalkingReserve
Overview:
Subject A table of the selected Peripheral Skill Group(s) showing their
associate
d Outbound Option status.
Purpose To show the current outbound option status in the selected
pe
ripheral skill groups
Applicable environment Outbound Option. (IPCC and/or ICM)
Tem pla te typ e Real-time table
Default sort order There is no default sorting in this template
Drilldowns available When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
Schema database
tables
Skill_Group
Skill_Group_Real_Time