Cisco Cisco IP Contact Center Release 4.6.1 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
% Hold
The percentage 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.
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 / Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are are involved in after-call work. An
agent doing wrap-up work is in either the Work Ready or the Work Not Ready state.
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) / Skill_Group_Real_Time.LoggedOn
Skill_Group_Real_Time.WorkNotReady) / Skill_Group_Real_Time.LoggedOn
perskg05: Peripheral Skill Group % Utilization of Ready Agents Report
See
for an illustration of this report.
Data:
% Utilization
The percent utilization is computed by dividing the total time agents spent handling
calls by the total time agents were ready.
calls by the total time agents were ready.
To calculate the time that agents were ready, the report subtracts the Not Ready time
from the total time that agents were logged on.
from the total time that agents were logged on.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the
percentage utilization of agents. The ratio is between time logged
on and time handling calls.
percentage utilization of agents. The ratio is between time logged
on and time handling calls.
Purpose
To show the utilization of the agents in a peripheral skill group
Applicable environment
IPCC and/or ICM
Template type
Real-time bar graph
Default sort order
By media routing domain and then by skill group
Drilldowns available
No
Schema database table
Media_Routing_Domain
Skill_Group
Skill_Group
Skill_Group_Real_Time