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Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5      Skill Group Report Templates
IPCC Enterprise Skill Group Reports
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: % Active Time
The percentage of time that agents spent working on incoming tasks or talking on calls 
in relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to 
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf/ 
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 calls 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)
 Agent State Times: % BusyOther Time
The percentage of time that agents spent working on Busy Other time in relation to 
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents spent working on Reserved time in relation to 
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf/ 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Utilization
The percentage of time the agents spent working on calls in relation to the time Agents 
are ready. 
Derived from: If the TalkTimetoHalf is 0, then the % Utilization = 0 
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +  
Skill_Group_Half_Hour.TalkOutTimeToHalf +  
Skill_Group_Half_Hour.TalkOtherTimeToHalf + 
Skill_Group_Half_Hour.WorkReadyTimeToHalf +