Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Not Ready
The number of agents in the skill group in the Not Ready state, a state in which agents
are logged in but are neither involved in any task handling activity nor available to
handle a task.
are logged in but are neither involved in any task handling activity nor available to
handle a task.
Derived from: Skill_Group_Real_Time.NotReady
Reserved
The number of agents for the skill group currently in the Reserved state, a state in
which an agent is awaiting an interflowed call and is unavailable to receive any
incoming tasks. This state applies to agents on Northern Meridian ACDs only.
which an agent is awaiting an interflowed call and is unavailable to receive any
incoming tasks. This state applies to agents on Northern Meridian ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Active In
The number of agents in the skill group currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
Work NotReady
The number of agents in the skill group in the Work Not Ready state, a state in which
an agent is involved in after call work and is assumed not to be ready to accept
incoming calls when done.
an agent is involved in after call work and is assumed not to be ready to accept
incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkNotReady
Work Ready
The number of agents in the skill group in the Work Ready state, a state in which an
agent is involved in after call work and is assumed to be ready to accept incoming calls
when done.
agent is involved in after call work and is assumed to be ready to accept incoming calls
when done.
Derived from: Skill_Group_Real_Time.WorkReady
Busy Other
The number of agents in the skill group currently in the BusyOther state, a state in
which the agent is handling tasks assigned to other skill groups during the half-hour
interval.
which the agent is handling tasks assigned to other skill groups during the half-hour
interval.
For example, an agent might be talking on an inbound call in one skill group while
simultaneously logged on to and ready to accept calls from other skill groups. The
agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
simultaneously logged on to and ready to accept calls from other skill groups. The
agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther