Cisco Cisco IPCC Web Option User Guide

The number of agents in the skill group who are working on incoming tasks or who 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.

In addition, if the Outbound option is used and agent may also be in the Talking Auto 
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)

The number of agents in the skill group currently in the Reserved state. 

Derived from: Skill_Group_Real_Time.ReservedAgents

The number of agents in the skill group currently in the BusyOther state. 

Derived from: Skill_Group_Real_Time.BusyOther

The number of agents 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

The number 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

Subject

A graph of the selected Enterprise Skill Group(s) showing the 
percentage of agents in each skill group in the Not Ready, Not 
Active, Active, Reserved, Interrupted, BusyOther, Hold, and 
Wrap-Up states.
Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.