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

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IPCC Peripheral Skill Group Reports
5      IPCC Skill Group Report Templates
 
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 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Current 5 Minutes Agent Statistics: Interrupted Time 
The number of agents whose state with respect to this skill group is currently 
Interrupted. This field is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
Current 5 Minutes SL Statistics: Service Level 
The service level for the skill group in the last five-minute interval. Applicable for IPCC 
only.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Current 5 Minutes SL Statistics: SL Tasks Offered
The number of tasks that are routed to the skill group or queued to the skill group in 
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
Current 5 Minutes SL Statistics: SL Tasks
The number of tasks that are answered within the skill group service level threshold in 
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Current 5 Minutes SL Statistics: SL Aban
The number of tasks that are abandoned within the skill group service level threshold in 
the last five-minute interval. Applicable for IPCC only.
NOTE: With the existence of a network VRU, this value includes time in the network 
queue.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
Current 5 Minutes SL Statistics: SL Tasks Dequeued
The number of tasks that are dequeued from a skill group within the skill group service 
level threshold in the last five-minute interval.  Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5
Current 5 Minutes SL Statistics: SL Tasks RONA
The number of tasks that are redirected with no answer within the skill group service 
level threshold in the last five-minute interval.  Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelRONATo5
perskg29: Peripheral Skill Group Logout Real Time Report
Overview:
Subject
A table of the selected peripheral skill groups listing all the agents 
currently logged out 
Purpose
To list all the agents currently logged out of a skill group(s)