Cisco Cisco IP Contact Center Release 4.6.1 User Guide
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Not Active
The number 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
Active
The number of agents in the skill group who are working on incoming tasks or who are
in one of the talking states.
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.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve. )
Reserved
The number of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents
BusyOther
The number of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number 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.
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
Wrap Up
The number of agents in the skill group who are involved in after-call work. An agent
doing wrap-up work is in either the Work Ready or the Work Not Ready state.
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.WorkNotReady
perskg03: Peripheral Skill Group Agent State Status Report
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.