Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
IPCC Skill Group Report Templates
IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Current 5 Minutes Agent Statistics:
Work Ready
Work Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work
Ready state during the current five-minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
Ready state during the current five-minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
*Current 5 Minutes Agent Statistics: Active Auto Out Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on AutoOut (predictive) calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkAutoOutTimeTo5
agents in the skill group spent talking on AutoOut (predictive) calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkAutoOutTimeTo5
*Current 5 Minutes Agent Statistics: Active Preview Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on outbound Preview calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkPreviewTimeTo5
agents in the skill group spent talking on outbound Preview calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkPreviewTimeTo5
*Current 5 Minutes Agent Statistics: Active Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on agent reservation calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkReserveTimeTo5
agents in the skill group spent talking on agent reservation calls during the current
five-minute interval.
Derived from: Skill_Group_Real_Time.TalkReserveTimeTo5
Current 5 Minutes Agent Statistics: Interrupted Time
The number of agents whose state with respect to this skill group is currently
Interrupted. This field is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
Interrupted. This field is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
perskg29: Peripheral Skill Group Logout Real Time Report
Overview:
Subject
A table of the selected peripheral skill groups listing all the agents
currently logged out
currently logged out
Purpose
To list all the agents currently logged out of a skill group(s)
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By media routing domain, then by skill group, and then by agent