Cisco Cisco IPCC Web Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
Peripheral Skill Group Historical Reports
% Wrap
The percentage of the time that all agents in the skill group were in wrap up during the
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% BusyOther
The percentage of agents in the skill group in the BusyOther state during the selected
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Reserved
The percentage of agents in the skill group in the Reserved state during the selected
interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Hold
The percentage of agents in the skill group that have all active calls on hold during the
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
perskg12: Outbound Option (Blended Agent) Task Detail Performance In
Skill Groups Half Hour Report
Overview:
Subject
A table of the selected Peripheral Skill Group(s) showing the
percentage of time that Outbound Option agents spent in the
signed on, handle, talk, and hold states, gathered in half-hour
increments.
percentage of time that Outbound Option agents spent in the
signed on, handle, talk, and hold states, gathered in half-hour
increments.
Purpose
To show outbound option performance details for the selected time
period.
period.
Applicable
environment
environment
Outbound Option. (IPCC and/or standard ACD)
Template type
Historical table
Default sort order
By the skill group and then by the date