Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Skill Group Report Templates

Peripheral Skill Group Historical Reports

The fraction of 30 minutes, for the number of agents logged on to the system during an 
interval. Logged on is a state in which agents are known to the system, but may or 
may not be ready to receive calls. 
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf / 1800

The fraction of 30 minutes, for the number of agents in the Not Ready state during an 
interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / 1800

The fraction of 30 minutes, for the number of agents in the Not Active or Available state 
during an interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf / 1800

The fraction of 30 minutes, for the number of agents in the Talking In, Talking Out, and 
Talking Other states during an interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 1800

The fraction of 30 minutes, for the number of agents who are involved in after-call 
work during an interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800

The fraction of 30 minutes, for the number of agents in the Hold state during an 
interval.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf / 1800

The fraction of 30 minutes, 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 call 
and is unavailable to receive any incoming calls. 

Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf / 1800

The fraction of 30 minutes, for the number of agents in the Busy Other state. 
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800

The total for each field for each skill group

The total for each field for each media routing domain.