Cisco Cisco IPCC Web Option User Guide

IPCC Enterprise Skill Group Reports

5      IPCC Skill Group Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The number of agents in the skill group currently in the BusyOther state. 

Derived from: Skill_Group_Real_Time.BusyOther

The number of agents that have all active calls on hold or whose state to the skill group 
is Paused. 

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

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.

Derived from: Skill_Group_Real_Time.WorkReady + 
Skill_Group_Real_Time.WorkNotReady

entskg03: Enterprise Skill Group Agent Status  Report

The percentage of agents in the skill group in the Not Ready state during the selected 
interval.

Derived from: Skill_Group_Real_Time.NotReady / Skill_Group_Real_Time.LoggedOn

Subject

A graph of the selected Enterprise Skill Group(s) showing the 
percentage of agents in each skill group in the Not Ready, Not 
Active, Active, Reserved, Interrupted, BusyOther, Hold, and 
Wrap-Up states.
Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show current agent status in the selected enterprise skill 
group(s). 

Applicable environment

IPCC and/or ICM

Template type

Real-time graph

Default sort order

By enterprise skill group

Drilldowns available

No

Schema database table

Skill_Group_Real_Time