Cisco Cisco IPCC Web Option 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
perskg03: Peripheral Skill Group Agent State Status Report
See
for an illustration of this report.
Data:
% Not Ready
The percentage of agents in the skill group in the Not Ready state during the selected
interval.
interval.
Derived from: Skill_Group_Real_Time.NotReady/ Skill_Group_Real_Time.LoggedOn
% Not Active
The percentage of agents in the skill group who are NOT currently involved in tasks and
who are ready to accept calls or tasks.
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_Real_Time.LoggedOn
% Active
The percentage of agents in the skill group who are working on incoming tasks or who
are in one of the talking states.
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.
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.
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)/
Skill_Group_Real_Time.LoggedOn
+ Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve)/
Skill_Group_Real_Time.LoggedOn
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the
percentage of agents in each skill group in the Not Ready, Not
Active, Active, Reserved, BusyOther, Interrupted, Hold, and
Wrap-Up states.
percentage of agents in each skill group in the Not Ready, Not
Active, Active, Reserved, BusyOther, Interrupted, Hold, and
Wrap-Up states.
Purpose
To show current agent status in the selected peripheral skill
group(s)
group(s)
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