Cisco Cisco E-Mail Manager Unity Integration Option User Guide
11-8
ICM WebView Online Help
Skill Group Reports
entskg01: Enterprise Skill Group Status Real Time Report Template
Data:
Idle
The number of agents in the Not Ready 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
Talking
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)
Wrap Up
The number or percentage of agents who are involved in after-call work. An
agent doing wrap-up work is in either the Work Ready or the Work Not Ready
state.
Derived from: Skill_Group_Real_Time.WorkReady +
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady