Cisco Cisco E-Mail Manager Unity Integration Option Mode D'Emploi
11-9
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Skill Group Reports
entskg03: Enterprise Skill Group Agent Status Report
entskg03: Enterprise Skill Group Agent Status Report
Data:
% Idle
The percentage of agents in the skill group who are in the idle state.
Derived from: Skill_Group_Real_Time.NotReady /
Derived from: Skill_Group_Real_Time.NotReady /
Skill_Group_Real_Time.LoggedOn
% Available
The percentage of agents in the skill group who are in the available state.
Derived from: Skill_Group_Real_Time.Avail /
Derived from: Skill_Group_Real_Time.Avail /
Skill_Group_Real_Time.LoggedOn
% Talking
The percentage of agents in the skill group who are in one of talking states:
Talking In, Talking Out, or Talking Other.
Derived from: Skill_Group_Real_Time.TalkingIn +
Derived from: Skill_Group_Real_Time.TalkingIn +
Skill_Group_Real_Time.TalkingOut + Skill_Group_Real_Time.TalkingOther /
Skill_Group_Real_Time.LoggedOn
Overview:
Title
The name you give it when you save the report
Subject
A graph of the selected Enterprise Skill Group(s) showing the
percentage of agents in the available, idle, talking, and
wrap-up states.
Fields applicable to a voice domain only are prefixed with an
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show current agent status in the selected enterprise skill
group(s)
Applicable
environment
IPCC and/or standard ACD
Template type
Real-time Graph
Default sort order
By enterprise skill group
Drilldowns available
Yes
Schema database
table
Skill_Group_Real_Time