Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Enterprise Skill Group Reports

5      IPCC Skill Group Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The fraction of 5 minutes that agents in the skill group have been in after-call work 
during an interval.

Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 + 
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300

The fraction of 5 minutes that agents in the skill group have been in paused or the Hold 
state during an interval.

Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Reserved state 
during an interval.

Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Busy Other 
state.

Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300

The number of tasks currently queued for the skill group at the CallRouter and at the 
local ACD queue. 

Derived from: Skill_Group_Real_Time.RouterCallsQNow + 
Skill_Group_Real_Time.CallsQueuedNow

entskg28: Enterprise Skill Group Real Time All Fields Report

Subject

A table of the selected enterprise skill group(s) listing all the 
available skill-group real-time report data. 
Note: This report displays the same data as the Perskg28 report 
except that this report is organized by enterprise skill group 
rather than by media.
Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls 
or tasks are different from Outbound Option calls that are 
program-dialed outbound calls. Only fields specified as Outbound 
Option contain automated call data. In all other cases, outbound 
calls are agent-dialed ones.