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

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in 
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing 
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time during the interval the agents were logged into this skill group, 
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: 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: % 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: % Active Time
The percentage of time that the agent of this skill group has spent in Active state in this 
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents have put a call from this skill group on hold in 
relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM 
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or 
outgoing tasks 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)