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:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and skill_Group.SkillTargetID
Date (no label)
The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to this Skill Group.
Derived from: Skill_Group_Half_Hour
.RouterCallsQueuedToHalf
ASA
The average speed of answer measured in HH:MM:S
S (hours, minutes, seconds) for
the skill group as the total time callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf/
Skill_Group_Half_Hour
.CallsAnsweredToHalf
Service Level Ans
The number of calls that are answered within the
skill group service level threshold in
the half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsToHalf
Sevice Level Aban
The number of calls that are abandoned within the skill group service level threshold in
the half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsAbandToHalf
Tem pl ate typ e Historical table
Default sort order By media routing domain, skill group, and then by date and time
Drilldowns available Yes: When selected from the Base Only Skill Group template
subcategory (tha
t is, used as a base only skill group report).
No: When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report).
Schema database
tables
Media_Routing_Domain
Skill_Group
Skill_Group_Half_Hour