Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The FTE value for the number of agents in the Busy Other state. Busy Other is a state in which 

agents in the skill group are busy in other skill groups (that is, in skill groups other than the one 

presently being examined). 
For example, an agent might be talking on an inbound call in one skill group while simultaneously 

logged on to and ready to accept calls from other skill groups. The agent can be active (talking on 

or handling tasks) in only one skill group at a time. Therefore, while active in one skill group, the 

agent is considered by the other skill groups to be in the Busy Other state. FTE is the number of 

full-time agents that would be required during an interval to perform the work done during that 

interval. 

The FTE value for the number of agents in the Reserved state during an interval. The Reserved 

state is state in which the agent is awaiting an interflowed task and is unavailable to receive any 

incoming tasks. This state applies to agents on Northern Telecom Meridian and Aspect CallCenter 

ACDs only. 

The FTE value for the number of agents logged on to the system during an interval. Signed on is 

a state in which agents are known to the system, but may or may not be ready to receive calls. 

Signed-on is also called Logged On. 

The FTE value for the number of agents in the Talking In, Talking Out, and Talking Other states 

during an interval. 

The FTE value for the number of agents who are involved in after-call work during an interval. 

After-call work includes post-call activities, such as completing paperwork or consulting with 

associates. 

The number of full-time agents that would be required during an interval to perform the work 

done during that interval. 

Reserved for Cisco internal testing.