Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Enterprise Skill Group Reports

5      IPCC Skill Group Report Templates

entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report

The enterprise name of the enterprise skill group

Derived from: Enterprise_Skill_Group.EnterpriseName

The fraction of 5 minutes that agents in the skill group have been logged onto the 
system during an interval.

Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Not Ready 
state during an interval.

Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Not Active 
state during an interval.

Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been working on incoming 
tasks or have been in a talking state (Talking In, Talking Out, and Talking Other states) 
during an interval.

Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300

Subject

A rolling 5-minute table of the selected Enterprise Skill Group(s) 
showing the current agent states in full-time equivalent (FTE) 
counts and the number of tasks queued.

Purpose

To show how many agents could be currently used to handle 
tasks in the selected enterprise skill group(s)

Applicable 
environment

IPCC only

Template type

Real-time table

Default sort order

By enterprise skill group

Drilldowns available

Yes

Schema database table

Enterprise_Skill_Group
Skill_Group_Real_Time