Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
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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 Peripheral Skill Group Reports
*Current 5 Minutes Agent Statistics: Active Preview Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on outbound Preview calls during the rolling five
minute interval.
agents in the skill group spent talking on outbound Preview calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkPreviewTimeTo5
*Current 5 Minutes Agent Statistics: Active Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent talking on agent reservation calls during the rolling five
minute interval.
agents in the skill group spent talking on agent reservation calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkReserveTimeTo5
Current 5 Minutes Agent Statistics: Interrupted Time
The number of agents whose state with respect to this skill group is currently
Interrupted. This field is not currently used in the database.
Interrupted. This field is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
Current 5 Minutes SL Statistics: Service Level
The service level for the skill group in the last five-minute interval. Applicable for IPCC
only.
only.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Current 5 Minutes SL Statistics: SL Tasks Offered
The number of tasks that are routed to the skill group or queued to the skill group in
the last five-minute interval. Applicable for IPCC only.
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
Current 5 Minutes SL Statistics: SL Tasks
The number of tasks that are answered within the skill group service level threshold in
the last five-minute interval. Applicable for IPCC only.
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Current 5 Minutes SL Statistics: SL Aban
The number of tasks that are abandoned within the skill group service level threshold in
the last five-minute interval. Applicable for IPCC only.
the last five-minute interval. Applicable for IPCC only.
NOTE: With the existence of a network VRU, this value includes time in the network
queue.
queue.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
Current 5 Minutes SL Statistics: SL Tasks Dequeued
The number of tasks that are dequeued from a skill group within the skill group service
level threshold in the last five-minute interval. Applicable for IPCC only.
level threshold in the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5