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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Peripheral Skill Group Reports

5      IPCC Skill Group Report Templates

The FTE value for the number of agents in the Not Ready state during an interval. 

This is a state in which agents are logged on, but neither involved in call handling 
activity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300

The FTE value for the number of agents in the Not Active state during an interval. 

The Not Active state is a state where the agent is ready to accept calls, but is not 
currently involved in call work.

Derived from: Skill_Group_Real_Time.AvailTimeTo5 / 300

The FTE value for the number of agents in the Talking In, Talking Out, and Talking 
Other states during an interval.

Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300

The FTE value for the number of agents who are involved in after-call work during an 
interval. After-call work includes post-call activities, such as completing paperwork or 
consulting with associates.

Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 + 
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300

The FTE value for the number of agents in the Hold state during an interval. The Hold 
state is a state in which an agent has all active calls on hold.

Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300

The FTE value for the number of agents in the Reserved state during an interval. 

The Reserved state is state in which the agent is awaiting an interflowed call and is 
unavailable to receive any incoming calls. 

Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5 / 300

The FTE value for the number of agents in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300

The number of tasks currently queued for the skill group. 

Derived from: Skill_Group_Real_Time.RouterCallsQNow