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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
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in 
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % 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 / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spent in Active state in this 
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM 
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or 
outgoing tasks in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Busy Other Time
The percentage of time that the agents of this skill group spent in busy other state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The field totals for each skill group in an enterprise skill group.
Enterprise Skill Group Summary
The field totals for each enterprise skill group.