Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
Data:
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active or
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active
The percentage of the time that all agents in the skill group were working on incoming
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap
The percentage of the time that all agents in the skill group were in wrap up during the
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% BusyOther
The percentage of agents in the skill group in the BusyOther state during the selected
interval.
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Default sort order
By the skill group
Drilldowns available
No
Schema database table
Skill_Group_Half_Hour