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Cisco Cisco IP Contact Center Release 4.6.1 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 Peripheral Skill Group Reports
% 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
% 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
% Hold
The percentage of agents in the skill group that have all active calls on hold. 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 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
perskg05: Peripheral Skill Group % Utilization of Ready Agents Report
See 
 for an illustration of this report.
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the 
percentage utilization of agents. The ratio is between time logged 
on and time handling calls.
Purpose
To show the utilization of the agents in a peripheral skill group 
Applicable environment
IPCC and/or ICM
Template type
Real-time bar graph
Default sort order
By media routing domain and then by skill group
Drilldowns available
No
Schema database table
Media_Routing_Domain 
Skill_Group 
Skill_Group_Real_Time