Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Data:
% Not Ready
The percentage of agents in the skill group in the Not Ready state during the selected
interval.
interval.
Derived from: Skill_Group_Real_Time.NotReady/ Skill_Group_Real_Time.LoggedOn
% Not Active
The percentage of agents in the skill group who are currently not working on a task
associated with the skill group.
associated with the skill group.
Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_Real_Time.LoggedOn
% Active
The percentage of agents in the skill group who are working on incoming tasks or who
are in one of the talking states.
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.
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.
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
+ 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
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
Purpose
To show current agent status in the selected enterprise skill
group(s).
group(s).
Applicable environment
IPCC and/or ICM
Template type
Real-time graph
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database table
Skill_Group_Real_Time