Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
% Not Active
The percentage of agents in the skill group who are currently not working on a task
associated with the skill group.
associated with the skill group.
Derived from: Skill_Group_Real_Time.Avail / Skill_Group_Real_Time.LoggedOn
% Active
The percentage of agents in the skill group who are working on incoming tasks or who
are in one of the talking states.
are in one of the talking states.
The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto
Out, Talking Preview, or Talking Reserve state.
Out, Talking Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut
+ Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve) /
Skill_Group_Real_Time.LoggedOn
+ Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve) /
Skill_Group_Real_Time.LoggedOn
% Reserved
The percentage of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents /
Skill_Group_Real_Time.LoggedOn
Skill_Group_Real_Time.LoggedOn
% BusyOther
The percentage of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther / Skill_Group_Real_Time.LoggedOn
% Hold
The percentage of agents in the skill group 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.
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 / Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are are involved in after-call work. An
agent doing wrap-up work is in either the Work Ready or the Work Not Ready state.
agent doing wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: (Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady) / Skill_Group_Real_Time.LoggedOn
Skill_Group_Real_Time.WorkNotReady) / Skill_Group_Real_Time.LoggedOn