Cisco Cisco E-Mail Manager Unity Integration Option 사용자 가이드
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ICM WebView Online Help
Skill Group Reports
entskg20: Enterprise Skill Group Status Real Time Report
% Utilization
The percent utilization is computed by dividing the total time agents spent
handling calls by the total time agents were ready. (To calculate the time that
agents were ready, the report subtracts the Not Ready time from the total
time that agents were logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) /
(Skill_Group_Real_Time.LoggedOnTimeTo5 -
Skill_Group_Real_Time.NotReadyTimeTo5)
entskg20: Enterprise Skill Group Status Real Time Report
Overview:
Title
The name you give it when you save the report.
Subject
A table of the selected enterprise skill group(s) showing
real-time skill group statistics
real-time skill group statistics
Note: If a call is queued to an Enterprise skill group, then
the call will be queued at each peripheral skill group. There-
fore one call queued to an enterprise skill group composed of
five peripheral skill groups will show up as 5 calls.
the call will be queued at each peripheral skill group. There-
fore one call queued to an enterprise skill group composed of
five peripheral skill groups will show up as 5 calls.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or col-
laboration media.
asterisk (*). Such fields are not applicable for e-mail or col-
laboration media.
Purpose
To show the current status of the selected enterprise skill
groups.
groups.
Applicable environ-
ment
ment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By enterprise skill group
Drilldowns available
No
Schema database
tables
tables
Skill_Group
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member
Enterprise_Skill_Group
Skill_Group_Real_Time
Enterprise_Skill_Group_Member