Cisco Cisco IPCC Web Option 사용자 가이드

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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 Enterprise Skill Group Reports

FTE Log On5

The fraction of 5 minutes that agents in the skill group have been logged onto the
system during an interval.

Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5/ 300

FTE Not Ready5

The fraction of 5 minutes that agents in the skill group have been in the Not Ready
state during an interval.

Derived from: Skill_Group_Real_Time.NotReadyTimeTo5/ 300

FTE Not Active5

The fraction of 5 minutes that agents in the skill group have been in the Not Active
state during an interval.

Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300

FTE Active5

The fraction of 5 minutes that agents in the skill group have been working on incoming
tasks or have been in a talking state (Talking In, Talking Out, and Talking Other states)
during an interval.

Derived from: Skill_Group_Real_Time.TalkTimeTo5/ 300

FTE Wrap Up5

The fraction of 5 minutes that agents in the skill group have been in after-call work
during an interval.

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

FTE Hold5

The fraction of 5 minutes that agents in the skill group have been in paused or the Hold
state during an interval.

Derived from: Skill_Group_Real_Time.HoldTimeTo5/ 300

FTE Reserved5

The fraction of 5 minutes that agents in the skill group have been in the Reserved state
during an interval.

Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5/ 300

FTE Busy Other5

The fraction of 5 minutes that agents in the skill group have been in the Busy Other
state.

Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5/ 300