Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Work NotReady
The number of agents in the skill group in the Work Not Ready state, a state in which
an agent is involved in after task work and is assumed not to be ready to accept
incoming tasks when done.
an agent is involved in after task work and is assumed not to be ready to accept
incoming tasks when done.
Derived from: Skill_Group_Real_Time.WorkNotReady
Work Ready
The number of agents in the skill group in the Work Ready state, a state in which an
agent is involved in after task work and is assumed to be ready to accept incoming calls
when done.
agent is involved in after task work and is assumed to be ready to accept incoming calls
when done.
Derived from: Skill_Group_Real_Time.WorkReady
Busy Other
The number of agents currently in the BusyOther state.
The Busy Other state is a state in which the agent is handling tasks 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
tasks from other skill groups.
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
tasks from other skill groups.
The agent can be active (talking on or handling tasks) 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
Hold
The number of agents that have all active tasks on hold and/or have paused tasks.
The agent is not in the Hold state with one task on hold and talking on another task (for
example, a consultative call). The agent must have all active tasks on hold.
example, a consultative call). The agent must have all active tasks on hold.
Derived from: Skill_Group_Real_Time.Hold
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reserve
The number of agents in the skill group talking on agent reservation calls during the
rolling five minute interval.
rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkingReserve