Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
5-15
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
FTE Not Active5
The fraction of 5 minutes that agents in the skill group have been in the Not Active
state during an interval.
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.
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.
during an interval.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300
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.
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.
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.
state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300
Queued Now
The number of tasks currently queued for the skill group at the CallRouter and at the
local ACD queue.
local ACD queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Skill_Group_Real_Time.CallsQueuedNow
Skill_Group_Real_Time.CallsQueuedNow