Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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Skill Group Reports

entskg20: Enterprise Skill Group Status Real Time Report

The number of agents currently in the BusyOther state. 
Busy Other is a state in which the agent handling calls assigned to other skill 

groups during the half-hour interval). For example, an agent might be talking 

on an inbound call in one skill group while simultaneously logged on to and 

ready to accept calls from other skill groups. The agent can be active (talking 

on or handling calls) in only one skill group at a time. Therefore, while active 

in one skill group, for the other skill group the agent is considered to be in the 

Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther 

The number of agents who are currently in interrupted state with respect to 

this skill group.
Derived from: Skill_Group_Real_Time.NumAgentsInterruptedNow

The Average Speed of Answer for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / 

Skill_Group_Real_Time.CallsAnsweredTo5

The percentage of Ready time that agents in the skill group spent talking or 

doing call work during the current five-minute interval. This is the percentage 

of time agents spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5