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
ASA5
The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds)
format for the skill group.
format for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Skill_Group_Real_Time.CallsAnsweredTo5
Skill_Group_Real_Time.CallsAnsweredTo5
Ans Within Service Level
The count of calls that are answered within the skill group service level threshold
during the rolling five minute interval.
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Aban Within Service Level
The count of calls that are abandoned within the skill group service level threshold
during the rolling five minute interval.
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
Handled
The number of tasks that have been handled during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) it has taken withduring the
rolling five minute interval to handle a task.
rolling five minute interval to handle a task.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to the skill group. This count is
updated each time an agent logs on and each time an agent logs off.
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group.
Not Ready is a state in which agents are logged on but are neither involved in any call
handling activity nor available to handle a call.
handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents for the skill group in the Not Active state.
Not Active is a state where the agent is ready to accept tasks, but is not currently
involved in call work.
involved in call work.
Derived from: Skill_Group_Real_Time.Avail