Cisco Cisco IP Contact Center Release 4.6.1 User Guide

ICM WebView Online Help 

Skill Group Reports

perskg03: Peripheral Skill Group Agent State Status Report

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 + 

Skill_Group_Real_Time.WorkNotReady

The number of calls currently queued for the skill group at the CallRouter. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow

perskg03: Peripheral Skill Group Agent State Status Report

Title

The name you give it when you save the report

Subject

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

the percentage of agents in the available, idle, talking, and 

wrap-up states.
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 current agent status in the selected peripheral skill 

group(s) 

Applicable 

environment

IPCC and/or standard ACD

Template type

Real-time bar graph

Default sort order

By media routing domain and then by skill group

Drilldowns available

No

Schema database 

table

Media_Routing_Domain

Skill_Group

Skill_Group_Real_Time