Cisco Cisco E-Mail Manager Unity Integration Option User Guide

IPCC Peripheral Skill Group Reports

5      IPCC Skill Group Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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

The percentage of agents in the skill group who are 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

The percent utilization is computed by dividing the total time agents spent handling 
calls by the total time agents were ready. 

To calculate the time that agents were ready, the report subtracts the Not Ready time 
from the total time that agents were logged on.

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report 

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

Subject

A table of the selected Peripheral Skill Group(s) showing their 
associated Outbound Option status.