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Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario

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IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
   
5-
45
  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Skill Group 
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Date (no label)
The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Agent State Times: Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that 
agents were logged into this skill group. 
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in 
relation to LoggedOnTime or interval, whichever is less. 
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that agents spent working on incoming tasks or talking on calls 
in relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to 
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Time
The percentage of time that agents have spent in Wrap-up state after incoming or 
outgoing calls in relation to LoggedOnTime or interval, whichever is less. 
Derived from: 
((Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % BusyOther Time
The percentage of time that agents spent working on Busy Other time in relation to 
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)