Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Skill Group Report Templates

IPCC Peripheral Skill Group Real-Time Reports

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

The number of agents in the skill group currently in the BusyOther state. 
Derived from: Skill_Group_Real_Time.BusyOther

The number of agents in the skill group that have all active calls on hold. 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_Real_Time.Hold

The number of agents in the skill group who are involved in after-call work. An agent 
doing wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady + 
Skill_Group_Real_Time.WorkNotReady

perskg03: Peripheral Skill Group Agent State 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 NOT currently involved in tasks and 
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail / Skill_Group_Real_Time.LoggedOn

Subject

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

Purpose

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

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