Cisco Cisco IPCC Web Option User Guide

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Skill Group Reports

perskg09: Peripheral Skill Group Normalized Agent State Report

perskg09: Peripheral Skill Group Normalized Agent State Report

The percentage of the time that all agents were in the Available state during 

the interval.
Derived from: AvailTimeToHalf / LoggedOnTimeToHalf

The percentage of the time that all agents were in the Active or the Talking In, 

Talking Out, or Talking Other states during the interval. This value is measured 

against the total time that all agents were logged on during the interval. This 

value is measured against the total time that all agents were logged on during 

the interval.
Derived from: TalkTimeToHalf / LoggedOnTimeToHalf

The percentage of the time that all agents were in the Idle state (that is, Not 

Ready), during the interval. This value is measured against the total time that 

all agents were logged on during the interval.
Derived from: NotReadyTimeToHalf / LoggedOnTimeToHalf

Title

The name you give it when you save the report

Subject

A bar graph of the selected Peripheral Skill Group(s) showing 

the normalized percentage of agent-states over a specified 

range of time, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an 

asterisk (*). Such fields are not applicable for e-mail or 

collaboration media.

Purpose

To show agent status in the selected peripheral skill group(s) 

for the selected time period

Applicable 

environment

IPCC and/or standard ACD

Template type

Historical bar graph

Default sort order

By the skill group

Drilldowns available

No

Schema database 

table

Skill_Group_Half_Hour