Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
11-18
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Skill Group Reports
entskg28: Enterprise Skill Group Real Time All Fields Report
Log On
The number of agents that are currently logged into 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
Derived from: Skill_Group_Real_Time.LoggedOn
Avail
The number of agents for the skill group in the Available state, the state where
the agent is ready to accept calls, but is not currently involved in call work.
Derived from: Skill_Group_Real_Time.Avail
Derived from: Skill_Group_Real_Time.Avail
Ready
The number of agents for the skill group in the Ready state, a state in which
an agent is logged on to the system and either talking on a call, involved in
after call work, or available to handle a new call. Agents are only not available
to handle new calls when they are in the NotReady or WorkNotReady states.
Otherwise, they are in the Ready state.
Derived from: Skill_Group_Real_Time.Ready
Derived from: Skill_Group_Real_Time.Ready
Not Ready
The number of agents in the skill group in the Not Ready state, a state in
which agents are logged in but are neither involved in any call handling
activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Derived from: Skill_Group_Real_Time.NotReady
Reserved
The number of agents for the skill group currently in the Reserved state, a
state in which an agent is awaiting an interflowed call and is unavailable to
receive any incoming calls. This state applies to agents on Northern Meridian
ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Derived from: Skill_Group_Real_Time.ReservedAgents
Active In
The number of agents in the skill group currently talking on inbound calls.
Derived from: Skill_Group_Real_Time.TalkingIn
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
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
Derived from: Skill_Group_Real_Time.TalkingOther