Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls assigned to other skill groups
during the half-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
during the half-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
The agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
% Utilization
The 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 agents
spend working on calls versus the time agents were ready.
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
IPCC Enterprise Skill Group Historical Reports
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entskg06: Enterprise Skill Group Performance Half Hour Report
See
for an illustration of this report.
Overview:
Report subject
A table of the selected enterprise skill group (s) showing the
half-hour data for the incoming tasks handled.
half-hour data for the incoming tasks handled.
Note
Completed tasks are all the tasks that completed during
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown.
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown.