Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

ICM WebView Online Help

Skill Group Reports

entskg28: Enterprise Skill Group Real Time All Fields Report

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.
Derived from: Skill_Group_Real_Time.WorkNotReady

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.
Derived from: Skill_Group_Real_Time.WorkReady

The number of agents in the skill group currently in the BusyOther state, a 

state in which the agent is 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

The number 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. 
Derived from: Skill_Group_Real_Time.Hold

The date and time that the longest call in the queue for the skill group was 

placed in the queue. 
Derived from: Skill_Group_Real_Time.LongestCallQ

A date and time value that specifies the time that the longest available agent 

for the skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent

The number of calls currently queued to the skill group by the CallRouter. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow