Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active state
or Available during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
or Available during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Active
The percentage of the time that all agents in the skill group were working on incoming
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Wrap Up
The percentage of the time that all agents in the skill group were in wrap up during the
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: ((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% BusyOther
The percentage of agents in the skill group in the BusyOther state during the selected
interval.
interval.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Reserved
The percentage of agents in the skill group in the Reserved state during the selected
interval.
interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Hold
The percentage of agents in the skill group that have all active calls on hold during the
selected interval. 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.
selected interval. 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_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)