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Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

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Skill Group Reports
entskg04: Rolling 5-Minute Enterprise Skill Group Status Report
 
FTE Not Ready5
The fraction of 5 minutes that agents in the skill group have been in the Not 
Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300
FTE Avail5
The fraction of 5 minutes that agents in the skill group have been in the 
Available state during an interval.
Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300
FTE Active5
The fraction of 5 minutes that agents in the skill group have been in the 
Talking In, Talking Out, and Talking Other states during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300
FTE Wrap Up5
The fraction of 5 minutes that agents in the skill group have been in after-call 
work during an interval.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 + 
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300
FTE Hold5
The fraction of 5 minutes that agents in the skill group have been in the Hold 
state during an interval.
Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300
FTE Reserved5
The fraction of 5 minutes that agents in the skill group have been in the 
Reserved state during an interval.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5 / 300
FTE Interrupted5
The fraction of 5 minutes that agents in the skill group have been in the 
interrupted state during the past 5 minutes.
Derived from: Skill_Group_Real_Time.InterruptedTimeTo5 / 300
FTE Busy Other5
The fraction of 5 minutes that agents in the skill group have been in the Busy 
Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300
Queued
The number of tasks currently queued for the skill group at the CallRouter. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow