Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
5-
18
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Real-Time Reports
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls assigned to other skill groups
during the half-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
The agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
Busy Other is a state in which the agent handling calls assigned to other skill groups
during the half-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
The agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
ASA5
The Average Speed of Answer for the skill group measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Skill_Group_Real_Time.CallsAnsweredTo5
minutes, seconds) format.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Skill_Group_Real_Time.CallsAnsweredTo5
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
entskg28: Enterprise Skill Group Real Time All Fields Report
Overview:
Subject
A table of the selected enterprise skill group(s) listing all the
available skill-group real-time report data.
available skill-group real-time report data.
Note: This report displays the same data as the Perskg28 report
except that this report is organized by enterprise skill group rather
than by media.
except that this report is organized by enterprise skill group rather
than by media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.