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Skill Group Reports
entskg28: Enterprise Skill Group Real Time All Fields Report
Work NotReady
The number of agents in the skill group in the Work Not Ready state, a state in
which an agent is involved in after call work and is assumed not to be ready to
accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkNotReady
Derived from: Skill_Group_Real_Time.WorkNotReady
Work Ready
The number of agents in the skill group in the Work Ready state, a state in
which an agent is involved in after call work and is assumed to be ready to
accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkReady
Derived from: Skill_Group_Real_Time.WorkReady
Busy Other
The number of agents in the skill group currently in the BusyOther state, a
state in which the agent is handling calls assigned to other skill groups during
the half-hour interval. For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept
calls from other skill groups. The agent can be active (talking on or handling
calls) in only one skill group at a time. Therefore, while active in one skill
group, for the other skill group the agent is considered to be in the Busy Other
state.
Derived from: Skill_Group_Real_Time.BusyOther
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents in the skill group that have all active calls on hold. 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
Derived from: Skill_Group_Real_Time.Hold
Long Task Q
The date and time that the longest call in the queue for the skill group was
placed in the queue.
Derived from: Skill_Group_Real_Time.LongestCallQ
Derived from: Skill_Group_Real_Time.LongestCallQ
Longest Avail Agent
A date and time value that specifies the time that the longest available agent
for the skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Router Tasks QNow
The number of calls currently queued to the skill group by the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Derived from: Skill_Group_Real_Time.RouterCallsQNow