Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Skill Group Reports

perskg05: Peripheral Skill Group % Utilization of Ready Agents Report

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

perskg05: Peripheral Skill Group % Utilization of Ready Agents Report

The percent utilization is computed by dividing the total time agents spent 

handling calls by the total time agents were ready. (To calculate the time that 

agents were ready, the report subtracts the Not Ready time from the total 

time that agents were logged on.)
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5 

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 utilization of agents. The ratio is between 

time logged on and time handling calls.

Purpose

To show the utilization of the agents in a peripheral skill 

group 

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