Cisco Cisco IPCC Web Option Mode D'Emploi
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Skill Group Reports
perskg20: Peripheral Skill Group Status Real Time Report
*Longest Task Queued
The longest queued task on the routing media domain, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from:
(In an IPCC media domain) Skill_Group_Real_Time.RouterLongestCallInQ
Derived from:
(In an IPCC media domain) Skill_Group_Real_Time.RouterLongestCallInQ
(In a standard ACD media domain) Skill_Group_Real_Time.LongestCallQ
Handled
The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5
Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5
AHT
The average time it has taken within the past 5 minutes to handle a task
Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 /
Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged into the skill group. This count
is updated each time an agent logs on and each time an agent logs off. Logged
on = Not ready + Available + Talking + Wrap-up + On hold + Reserved +
Busy Other.
Derived from: Skill_Group_Real_Time.LoggedOn
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group. If an agent is
logged into more than one skill group, then the agent will be counted for each
skill group into which he/she is logged.
Not Ready is a state in which agents are logged on but are neither involved in
Not Ready is a state in which agents are logged on but are neither involved in
any call handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Derived from: Skill_Group_Real_Time.NotReady
Avail
The number of agents for the skill group in Available state. If an agent is
logged into more than one skill group, then the agent will be counted for each
skill group into which he/she is logged.
Available is a state where the agent is ready to accept calls, but is not
Available is a state where the agent is ready to accept calls, but is not
currently involved in call work.
Derived from: Skill_Group_Real_Time.Avail
Derived from: Skill_Group_Real_Time.Avail
Active In
The number of agents in the skill group currently in the Active state for
incoming tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
Derived from: Skill_Group_Real_Time.TalkingIn