Cisco Cisco IPCC Web Option ユーザーガイド
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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
Number of agents in a particular state with respect to skill group
(This applies to the next 15 fields)
(This applies to the next 15 fields)
Logged 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.
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Active
The number of agents for the skill group in the Not Active state, the state where the
agent is ready to accept tasks, but is not currently involved in task work.
agent is ready to accept tasks, but is not currently involved in task work.
Derived from: Skill_Group_Real_Time.Avail
Ready
The number of agents for the skill group in the Ready state.
The Ready state is a state in which an agent is logged on to the system and either
working on a call, involved in after call work, or available to handle a new task.
working on a call, involved in after call work, or available to handle a new task.
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 task handling activity nor available to
handle a task.
are logged in but are neither involved in any task handling activity nor available to
handle a task.
Derived from: Skill_Group_Real_Time.NotReady
Reserved Agents
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.
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
Active
The number of agents in the skill group currently working on incoming tasks.
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
*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.
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther