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

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Real-Time Reports

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

The enterprise name of the enterprise skill group
Derived from: Enterprise_Skill_Group.EnterpriseName

The fraction of 5 minutes that agents in the skill group have been logged onto the 
system during an interval.
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Not Ready 
state during an interval.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Not Active 
state during an interval.
Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been working on incoming 
tasks or have been in a talking state (Talking In, Talking Out, and Talking Other states) 
during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in after-call work 
during an interval.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 + 
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300

The fraction of 5 minutes that agents in the skill group have been in paused or the Hold 
state during an interval.
Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300

The fraction of 5 minutes that agents in the skill group have been in the Reserved state 
during an interval.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5 / 300

Template type

Real-time table

Default sort order

By enterprise skill group

Drilldowns available

Yes

Schema database 
table

Enterprise_Skill_Group
Skill_Group_Real_Time