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

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

IPCC Skill Group Report Templates

IPCC Enterprise Skill Group Real-Time Reports

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName 
(Enterprise_Skill_Group.EnterpriseSkillGroupID)

The number of calls currently queued to the skill group at the CallRouter and at the 
local ACD queue. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow + 
Skill_Group_Real_Time.CallsQueuedNow

The longest queued task on the routing media, measured in HH:MM:SS (hours, 
minutes, seconds) format. 
Derived from:
(In an IPCC routing media domain) Skill_Group_Real_Time.RouterLongestCallInQ
(In a standard ACD media domain) Skill_Group_Real_Time.LongestCallQ

The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5

The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past 
5 minutes to handle a task. 
Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / 
Skill_Group_Real_Time.CallsHandledTo5

The number of agents that are currently logged on to the skill group. This count is 
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents in the Not Ready state for the skill group. 
Not Ready is a state in which agents are logged on but are neither involved in any call 
handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady

The number of agents in the skill group who are currently not working on a task 
associated with the skill group. 
Derived from: Skill_Group_Real_Time.Avail

The number of agents in the skill group currently working on inbound tasks. 
Derived from: Skill_Group_Real_Time.TalkingIn