Cisco Cisco Unified Contact Center Enterprise 9.0(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 Enterprise Skill Group Real-Time Reports
% Active
The percentage 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) /
Skill_Group_Real_Time.LoggedOn
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) /
Skill_Group_Real_Time.LoggedOn
% Reserved
The percentage of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents /
Skill_Group_Real_Time.LoggedOn
Derived from: Skill_Group_Real_Time.ReservedAgents /
Skill_Group_Real_Time.LoggedOn
% BusyOther
The percentage of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther / Skill_Group_Real_Time.LoggedOn
Derived from: Skill_Group_Real_Time.BusyOther / Skill_Group_Real_Time.LoggedOn
% Hold
The percentage of agents in the skill group that have all active calls on hold or whose
state to the skill group is Paused. 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 / Skill_Group_Real_Time.LoggedOn
state to the skill group is Paused. 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 / Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are 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) / Skill_Group_Real_Time.LoggedOn
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) / Skill_Group_Real_Time.LoggedOn
entskg04: Rolling 5-Minute Enterprise Skill Group Status Report
Overview:
Subject
A rolling 5-minute table of the selected Enterprise Skill Group(s)
showing the current agent states in full-time equivalent (FTE)
counts and in percentages.
showing the current agent states in full-time equivalent (FTE)
counts and in percentages.
Purpose
To show how many agents could be currently used to handle tasks
in the selected enterprise skill group(s)
in the selected enterprise skill group(s)
Applicable
environment
environment
IPCC and/or standard ACD