Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
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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.
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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.
LoggedOnTime or interval whichever is less.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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.
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
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.
LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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.
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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.
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)
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_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.