Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
Peripheral Skill Group Historical Reports
Agent State Times: % Hold Time
The percentage of time that agents have spent on hold in relation to LoggedOnTime or
interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Time
The percentage of time that agents have spent in Wrap-up state after incoming or
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % BusyOther Time
The percentage of time that agents have spent in BusyOther state in relation to
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state in relation to
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Utilization
The percentage of time the agents spent working on calls in relation to the time agents
are ready.
If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
are ready.
If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
Complete Tasks: ASA
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds)
calculated from the total time callers spent ringing at the agent’s voice device (handled
or internal calls) divided by the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
calculated from the total time callers spent ringing at the agent’s voice device (handled
or internal calls) divided by the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Complete Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf