Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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Skill Group Reports

entskg01: Enterprise Skill Group Status Real Time Report Template

The number of agents in the Not Ready during an interval.
Derived from: Skill_Group_Real_Time.NotReady

The number of agents who are not currently involved in call work and who are 

ready to accept calls.
Derived from: Skill_Group_Real_Time.Avail

The number or percentage of agents who are talking on calls. The Talking 

state tracks agents who are in either the Talking In, Talking Out, or Talking 

Other states (now or during an interval). The time agents spend in each of 

these states is tracked individually. A more general database table called 

TalkTime sums the time that agents spend in any of the talking states.
Derived from: (Skill_Group_Real_Time.TalkingIn + 

Skill_Group_Real_Time.TalkingOut + Skill_Group_Real_Time.TalkingOther)

The number or percentage of agents who are involved in after-call work.  An 

agent doing wrap-up work is in either the Work Ready or the Work Not Ready 

state.
Derived from: Skill_Group_Real_Time.WorkReady + 

Skill_Group_Real_Time.WorkNotReady