Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
11-23
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Skill Group Reports
entskg28: Enterprise Skill Group Real Time All Fields Report
Hold Time5
The total number of seconds that agents spent on hold during the current
five-minute interval. HoldTime is counted only while the agent is doing no
other call related activity. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Log On Time5
The total number of seconds that agents were logged into the skill group
during the current five-minute interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 +
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 +
TalkOutTimeTo5 + TalkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 +
WorkReadyTimeTo5 + WorkNotReadyTimeTo5 + BusyOtherTimeTo5 +
ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Not Ready Time5
The total number of seconds that agents in the skill group have been in the
Not Ready state during the current five-minute interval. NotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
% Util
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 the agents spend working on calls in relation to the time agents were
ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Reserved Time5
The total number of seconds that agents for the skill group spent in the
Reserved state for the past five minutes. ReservedStateTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Active In Time5
The total number of seconds agents spent talking on inbound calls for the skill
group during the current five-minute interval. TalkInTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
Active Out Time5
The total number of seconds agents spent talking on outbound calls for the
skill group during the current five-minute interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5