Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
IPCC Skill Group Report Templates
IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The enterprise name of the skill group and its skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
FTE Log On5
The FTE value for the number of agents logged on (or signed on to) the system during
an interval.
Logged on is a state in which agents are known to the system, but may or may not be
ready to receive calls. Signed-on is also called Logged On.
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5 / 300
an interval.
Logged on is a state in which agents are known to the system, but may or may not be
ready to receive calls. Signed-on is also called Logged On.
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5 / 300
FTE NotReady5
The FTE value for the number of agents in the Not Ready state during an interval.
This is a state in which agents are logged on, but neither involved in call handling
activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300
This is a state in which agents are logged on, but neither involved in call handling
activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300
FTE Not Active5
The FTE value for the number of agents in the Not Active state during an interval.
The Not Active state is a state where the agent is ready to accept calls, but is not
currently involved in call work.
Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300
The Not Active state is a state where the agent is ready to accept calls, but is not
currently involved in call work.
Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300
FTE Active5
The FTE value for the number of agents in the Talking In, Talking Out, and Talking
Other states during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300
Other states during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300
FTE Wrap Up5
The FTE value for the number of agents who are involved in after-call work during an
interval. After-call work includes post-call activities, such as completing paperwork or
consulting with associates.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300
interval. After-call work includes post-call activities, such as completing paperwork or
consulting with associates.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300
Default sort order
By media routing domain and then by skill group
Drilldowns available
When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
Schema database
table
table
Skill_Group_Real_Time
Skill_Group
Media_Routing_Domain
Skill_Group
Media_Routing_Domain