Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
11-16
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Skill Group Reports
entskg20: Enterprise Skill Group Status Real Time Report
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls assigned to other skill
Busy Other is a state in which the agent handling calls 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.
Derived from: Skill_Group_Real_Time.BusyOther
Derived from: Skill_Group_Real_Time.BusyOther
Interrupted
The number of agents who are currently in interrupted state with respect to
this skill group.
Derived from: Skill_Group_Real_Time.NumAgentsInterruptedNow
Derived from: Skill_Group_Real_Time.NumAgentsInterruptedNow
ASA5
The Average Speed of Answer for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Skill_Group_Real_Time.CallsAnsweredTo5
% Utilization
The percentage of Ready time that agents in the skill group spent talking or
doing call work during the current five-minute interval. This is the percentage
of time agents spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5