Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reservation
The number of agents in the skill group currently talking on agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
Derived from: Skill_Group_Real_Time.TalkingReserve
Avg Active Time
The average talk or active time measured in HH:MM:SS (hours, minutes, seconds)
format within the past 5 minutes.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5)
format within the past 5 minutes.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5)
Wrap Up
The number of agents currently in wrap-up state for this skill group.
Wrap Up is call-related work performed by an agent after the call is over. An agent
performing wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady
Wrap Up is call-related work performed by an agent after the call is over. An agent
performing wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady
Hold
The number of agents that have all active calls on hold or whose state to the skill group
is Paused.
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
is Paused.
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
Reserved
The number of agents for the skill group currently in the Reserved state.
Reserved is a state in which an agent is awaiting an interflowed call and is unavailable
to receive any incoming calls. This state applies to agents on Northern Meridian ACDs
only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Reserved is a state in which an agent is awaiting an interflowed call and is unavailable
to receive any incoming calls. This state applies to agents on Northern Meridian ACDs
only.
Derived from: Skill_Group_Real_Time.ReservedAgents