Cisco Cisco IP Contact Center Release 4.6.2 Mode D'Emploi
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Skill Group Reports
entskg24: Enterprise Skill Group Performance Summary Daily Report
Date (no label)
The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Derived from: Skill_Group_Half_Hour.DateTime
Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the
period that agents were logged in to this skill group.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Avail Time
The percentage of time that agents have spent in the Available state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active Time
The percentage of time that agents have spent talking on calls in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Time
The percentage of time that agents have spent in Wrap-up state after
incoming or outgoing calls in relation to LoggedOnTime or interval, whichever
is less.
Derived from:
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Utilization
The percentage of time the agents spent working on calls in relation to the
time Agents are ready.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf