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Cisco Cisco IPCC Web Option Mode D'Emploi

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11-23
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Skill Group Reports
entskg28: Enterprise Skill Group Real Time All Fields Report
 
Hold Time5
The total number of seconds that agents spent on hold during the current 
five-minute interval. HoldTime is counted only while the agent is doing no 
other call related activity. HoldTime is included in the calculation of 
LoggedOnTime. 
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Log On Time5
The total number of seconds that agents were logged into the skill group 
during the current five-minute interval. 
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + 
TalkOutTimeTo5 + TalkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + 
WorkReadyTimeTo5 + WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + 
ReservedStateTimeTo5 
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Not Ready Time5
The total number of seconds that agents in the skill group have been in the 
Not Ready state during the current five-minute interval. NotReadyTime is 
included in the calculation of LoggedOnTime. 
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
% Util
Percentage of Ready time that agents in the skill group spent talking or doing 
call work during the current five-minute interval. This is the percentage of 
time the agents spend working on calls in relation to the time agents were 
ready. 
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Reserved Time5
The total number of seconds that agents for the skill group spent in the 
Reserved state for the past five minutes. ReservedStateTime is included in the 
calculation of LoggedOnTime. 
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Active In Time5
The total number of seconds agents spent talking on inbound calls for the skill 
group during the current five-minute interval. TalkInTime is included in the 
calculation of TalkTime and LoggedOnTime. 
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
Active Out Time5
The total number of seconds agents spent talking on outbound calls for the 
skill group during the current five-minute interval. TalkOutTime is included in 
the calculation of TalkTime and LoggedOnTime. 
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5