Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
11-63
ICM WebView Online Help
Skill Group Reports
perskg01: Peripheral Skill Group Status Real Time Report
perskg01: Peripheral Skill Group Status Real Time Report
Data:
Idle
The number of agents in the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Derived from: Skill_Group_Real_Time.NotReady
Available
The number of agents who are not currently involved in call work and who are
ready to accept calls.
Derived from: Skill_Group_Real_Time.Avail
Derived from: Skill_Group_Real_Time.Avail
Active
The number or percentage of agents who are talking on calls. The Talking
state tracks agents who are in either the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of
these states is tracked individually. A more general database table called
TalkTime sums the time that agents spend in any of the talking states.
Derived from: Skill_Group_Real_Time.TalkingIn +
Derived from: Skill_Group_Real_Time.TalkingIn +
Skill_Group_Real_Time.TalkingOut + Skill_Group_Real_Time.TalkingOther
Overview:
Title
The name you give it when you save the report
Subject
A bar graph of the selected Peripheral Skill Group(s) showing
the number of agents in the talking, idle, available, and
wrap-up states.
Purpose
To show the current status of the selected peripheral skill
group(s)
Applicable
environment
IPCC and/or standard ACD
Template type
Real-time bar graph
Default sort order
By media routing domain and then by skill group
Drilldowns available
No
Schema database
table
Media_Routing_Domain
Skill_Group
Skill_Group_Real_Time