Cisco Cisco IPCC Web Option User Guide

The number of agents currently in the BusyOther state. 

Busy Other is a state in which the agent handling calls assigned to other skill groups 
during the half-hour interval). For example, an agent might be talking on an inbound 
call in one skill group while simultaneously logged on to and ready to accept calls from 
other skill groups. 

The agent can be active (talking on or handling calls) in only one skill group at a time. 
Therefore, while active in one skill group, for the other skill group the agent is 
considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther 

The percentage of Ready time that agents in the skill group spent talking or doing call 
work during the current five-minute interval. This is the percentage of time agents 
spend working on calls versus the time agents were ready.

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

See 

 for an illustration of this report.

Report subject

A table of the selected enterprise skill group (s) showing the 
half-hour data for the incoming tasks handled.

Completed tasks are all the tasks that completed during 
the time shown (that is, on the row in the report).  This 
includes any tasks which began before the time frame 
shown.