Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The percentage of agents in the skill group in the BusyOther state during the selected 
interval. 

Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of agents in the skill group in the Reserved state during the selected 
interval. 

Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of agents in the skill group that have all active calls on hold during the 
selected interval. 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_Half_Hour.HoldTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Subject

A table of all the selected enterprise skill groups listing all the 
available skill-group historical report data for the selected interval

This report displays the same data as the Perskg27 report 
except that this report is organized by enterprise skill 
group rather than by media.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

In the following descriptions, agent-dialed outbound calls 
or tasks are different from Outbound Option calls that are 
program-dialed outbound calls. Only fields specified as 
Outbound Option contain automated call data. In all other 
cases, outbound calls are agent-dialed ones.