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Cisco Cisco IPCC Web 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
ASA5
The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) 
format for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/ 
Skill_Group_Real_Time.CallsAnsweredTo5
Handled
The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past 
5 minutes to handle a task. 
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5/ 
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to the skill group. This count is 
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group. 
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
Not Active
The number of agents in the skill group who are currently not working on a task 
associated with the skill group. 
Derived from: Skill_Group_Real_Time.Avail
Active In
The number of agents in the skill group currently working on inbound tasks. 
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls. 
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound 
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and 
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther