Cisco Cisco IPCC Web Option User Guide
5-
10
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
entskg01: Enterprise Skill Group Status Real Time Report Template
Data:
Not Ready
The number of agents in the skill group in the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skill group who are currently not working on a task
associated with the skill group.
associated with the skill group.
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
Overview:
Subject
A bar graph of the selected Enterprise Skill Group(s) showing
the number of agents in each skill group in the Not Ready, Not
Active, Active, Reserved, BusyOther, Interrupted, Hold, and
Wrap-Up states.
the number of agents in each skill group in the Not Ready, Not
Active, Active, Reserved, BusyOther, Interrupted, Hold, and
Wrap-Up states.
Purpose
To show the current status of the selected enterprise skill
group(s).
group(s).
Applicable
environment
environment
IPCC and/or ICM
Template type
Real-time bar graph
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database
table
table
Skill_Group_Real_Time