Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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

The FTE value for the number of agents in the Hold state during an interval. The Hold 
state is a state in which an agent has all active calls on hold.
Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300

The FTE value 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_Real_Time.ReservedStateTimeTo5 / 300

The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300

The number of tasks currently queued for the skill group at the CallRouter and at the 
local ACD queue. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow + 
Skill_Group_Real_Time.CallsQueuedNow 

perskg05: Peripheral Skill Group % Utilization of Ready Agents Report

The percent utilization is computed by dividing the total time agents spent handling 
calls by the total time agents were ready. 
To calculate the time that agents were ready, the report subtracts the Not Ready time 
from the total time that agents were logged on.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

Subject

A bar graph of the selected Peripheral Skill Group(s) showing the 
percentage utilization of agents. The ratio is between time logged 
on and time handling calls.

Purpose

To show the utilization of the agents in a peripheral skill group 

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