Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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Skill Group Reports

entskg28: Enterprise Skill Group Real Time All Fields Report

The number of agents that are currently logged into the skill group. This count 

is updated each time an agent logs on and each time an agent logs off. 
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents for the skill group in the Available state, the state where 

the agent is ready to accept calls, but is not currently involved in call work.
Derived from: Skill_Group_Real_Time.Avail

The number of agents for the skill group in the Ready state, a state in which 

an agent is logged on to the system and either talking on a call, involved in 

after call work, or available to handle a new call. Agents are only not available 

to handle new calls when they are in the NotReady or WorkNotReady states. 

Otherwise, they are in the Ready state.
Derived from: Skill_Group_Real_Time.Ready

The number of agents in the skill group in the Not Ready state, a state in 

which agents are logged in but are neither involved in any call handling 

activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady

The number of agents for the skill group currently in the Reserved state, a 

state in which an agent is awaiting an interflowed call and is unavailable to 

receive any incoming calls. This state applies to agents on Northern Meridian 

ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents

The number of agents in the skill group currently talking on inbound calls. 
Derived from: Skill_Group_Real_Time.TalkingIn

The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut

The number of agents in the skill group currently talking on internal (neither 

inbound nor outbound) calls. Examples of “other calls” include agent-to-agent 

transfers and supervisor calls. 
Derived from: Skill_Group_Real_Time.TalkingOther