User Guide

Contents
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half
Hour 3-240
agteam34: Agent Team Incoming/Outgoing Task Durations With Agent Detail
Daily
3-243
agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour 3-247
agteam36: Agent Team Incoming/Outgoing Task Durations Daily 3-251
CHAPTER 4 Peripheral and Peripheral Service Report Templates 4-1
About Peripheral Reports 4-1
periph01: Peripheral Real Time Report 4-1
periph06: VRU Peripheral Capacity Report 4-4
About Peripheral Service Reports 4-5
Summary List of Peripheral Service Templates 4-5
IPCC Peripheral Service Reports 4-6
persvc20: Peripheral Service for IVR Queue Half Hour Report 4-7
persvc21: Peripheral Service IVR Queue Daily Report 4-10
persvc22: Peripheral Service IVR Self-Service Half Hour Report 4-13
persvc23: Peripheral Service IVR Self-Service Daily Report 4-16
persvc24: Peripheral Service Agent Half Hour Report 4-18
persvc25: Peripheral Service Agent Daily Report 4-21
persvc26: Peripheral Service Historical All Fields Report 4-24
persvc27: Peripheral Service Real Time All Fields Report 4-31
CHAPTER 5 Skill Group Report Templates 5-1
About Skill Groups 5-1
Base Only Skill Group Reports 5-3
IPCC Enterprise Skill Group Reports 5-5
IPCC Enterprise Skill Group Real-Time Reports 5-9
entskg01: Enterprise Skill Group Status Real Time Report Template 5-10
entskg03: Enterprise Skill Group Agent Status Report 5-11
entskg05: Enterprise Skill Group % Utilization of Ready Agents Report 5-13
entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report 5-14
entskg28: Enterprise Skill Group Real Time All Fields Report 5-16
entskg29: Enterprise Skill Group Logout Real Time Report 5-29
entskg30: IPCC Enterprise Skill Group Status Real Time Report 5-29
IPCC Enterprise Skill Group Historical Reports 5-33
entskg06: Enterprise Skill Group Performance Half Hour Report 5-33
entskg07: Enterprise Skill Group Performance Daily Report 5-36
entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report 5-38