Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Real-Time Reports

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

entskg03: Enterprise Skill Group Agent Status Report

The percentage of agents in the skill group in the Not Ready state during the selected 
interval.
Derived from: Skill_Group_Real_Time.NotReady / Skill_Group_Real_Time.LoggedOn

The percentage of agents in the skill group who are currently not working on a task 
associated with the skill group. 
Derived from: Skill_Group_Real_Time.Avail / Skill_Group_Real_Time.LoggedOn

Subject

A graph of the selected Enterprise Skill Group(s) showing the 
percentage of agents in each skill group in the Not Ready, Not 
Active, Active, Reserved, Interrupted, BusyOther, Hold, and 
Wrap-Up states.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show current agent status in the selected enterprise skill 
group(s). 

Applicable 
environment

IPCC and/or standard ACD

Template type

Real-time graph

Default sort order

By enterprise skill group

Drilldowns available

No

Schema database 
table

Skill_Group_Real_Time