Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

Media (no label)

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 

Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

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.)

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)

See 

 for an illustration of this report.

The enterprise name of the enterprise skill group.

Derived from: Enterprise_Skill_Group.EnterpriseName

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.

Purpose

To show how many agents could be currently used to handle 
tasks in the selected enterprise skill group(s)

Applicable 
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