Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Peripheral Skill Group Real-Time Reports
perskg01: Peripheral Skill Group Status Real Time Report
Data:
Not Ready
The number of agents in the skill group in the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skill group who are NOT currently involved in tasks and
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail
Active
The number of agents in the skill group who are working on incoming tasks or who are
in one of the talking states.
The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto
Out, Talking Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve. )
in one of the talking states.
The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto
Out, Talking Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve. )
Reserved
The number of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents
Derived from: Skill_Group_Real_Time.ReservedAgents
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the
number of agents in each skill group in the Not Ready, Not Active,
Active, Reserved, BusyOther, Hold, Interrupted, and Wrap-Up
states.
number of agents in each skill group in the Not Ready, Not Active,
Active, Reserved, BusyOther, Hold, Interrupted, and Wrap-Up
states.
Purpose
To show the current status of the selected peripheral skill group(s).
Applicable
environment
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
table
Media_Routing_Domain
Skill_Group
Skill_Group_Real_Time
Skill_Group
Skill_Group_Real_Time