Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
5-17
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
Log 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 in the skill group who are currently not working on a task
associated with the skill group.
associated with the skill group.
Derived from: Skill_Group_Real_Time.Avail
*Ready
The number of agents for the skill group in the Ready state.
The Ready state is one 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. Agents are not
available to handle new tasks when they are in the NotReady or WorkNotReady states.
on a call, involved in after call work, or available to handle a new task. Agents are not
available to handle new tasks when they are in the NotReady or WorkNotReady states.
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
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 tasks. 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 tasks. This state applies to agents on Northern Meridian ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Active In
The number of agents in the skill group currently working on inbound 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