Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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

The percentage 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)/ Skill_Group_Real_Time.LoggedOn

The enterprise skill group's enterprise name and ID. 

Derived from: Enterprise_Skill_Group.EnterpriseName and 
Enterprise_Skill_Group.EnterpriseSkillGroupID

Skill Group (no label)

The member skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

Subject

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

Purpose

To show the utilization of the agents in an enterprise skill group 

Applicable environment

IPCC and/or ICM

Template type

Real-time bar graph

Default sort order

By enterprise skill group

Drilldowns available

No

Schema database table

Enterprise_Skill_Group 

Skill_Group 

Skill_Group_Real_Time 

Media_Routing_Domain