Cisco Cisco E-Mail Manager Unity Integration Option 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
*Current 5 Minutes Agent Statistics:
Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
outbound calls for the skill group during the rolling five minute interval. TalkOutTime is
included in the calculation of TalkTime and LoggedOnTime.
outbound calls for the skill group during the rolling five minute interval. TalkOutTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
*Current 5 Minutes Agent Statistics:
Active Other Time
Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on other
calls (neither inbound nor outbound) for the skill group during the rolling five minute
interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
calls (neither inbound nor outbound) for the skill group during the rolling five minute
interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Current 5 Minutes Agent Statistics:
Active Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have
been in the Active state during the rolling five minute interval.
been in the Active state during the rolling five minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5
TalkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Current 5 Minutes Agent Statistics:
Transfer In
Transfer In
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Transfer
In state during the rolling five minute interval.
In state during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Current 5 Minutes Agent Statistics:
Work Not Ready
Work Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work
Not Ready state during the rolling five minute interval. WorkNotReadyTime is included
in the calculation of LoggedOnTime.
Not Ready state during the rolling five minute interval. WorkNotReadyTime is included
in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Current 5 Minutes Agent Statistics:
Work Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work
Ready state during the rolling five minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Ready state during the rolling five minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
*Current 5 Minutes Agent Statistics: Active Auto Out Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on AutoOut (predictive) calls during the rolling
five minute interval.
agents in the skill group spent talking on AutoOut (predictive) calls during the rolling
five minute interval.
Derived from: Skill_Group_Real_Time.TalkAutoOutTimeTo5