Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
5-14
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
% 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.)
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 +
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) /
(Skill_Group_Real_Time.LoggedOnTimeTo5 -
Skill_Group_Real_Time.NotReadyTimeTo5)
Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) /
(Skill_Group_Real_Time.LoggedOnTimeTo5 -
Skill_Group_Real_Time.NotReadyTimeTo5)
entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report
See
for an illustration of this report.
Data:
Enterprise Skill Group
The enterprise name of the enterprise skill group
Derived from: Enterprise_Skill_Group.EnterpriseName
FTE Log On5
The fraction of 5 minutes that agents in the skill group have been logged onto the
system during an interval.
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.
state during an interval.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300
Overview:
Subject
A rolling 5-minute table of the selected Enterprise Skill Group(s)
showing the current agent states in full-time equivalent (FTE)
counts and the number of tasks queued.
showing the current agent states in full-time equivalent (FTE)
counts and the number of tasks queued.
Purpose
To show how many agents could be currently used to handle
tasks in the selected enterprise skill group(s)
tasks in the selected enterprise skill group(s)
Applicable
environment
environment
IPCC only
Template type
Real-time table
Default sort order
By enterprise skill group
Drilldowns available
Yes
Schema database table
Enterprise_Skill_Group
Skill_Group_Real_Time