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Cisco Cisco IP Contact Center Release 4.6.2 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
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to 
LoggedOnTime or interval whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spent in Active state in this 
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM 
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or 
outgoing tasks 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: % Busy Other Time
The percentage of time that the agents of this skill group spent in busy other state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all fields for each skill group.
Media Summary
The total of all fields for each media routing domain.
Report Summary
The total of all fields for all skill groups for each peripheral.