Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
perskg09: Peripheral Skill Group Normalized Agent State Report
Data:
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active or
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active
The percentage of the time that all agents in the skill group were working on incoming
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Overview:
Subject
A bar graph of the selected Peripheral Skill Group(s) showing the
normalized percentage of agent states over a specified range of
time, gathered in half-hour increments.
Note: This report displays the same data as the Entskg09 report
except that this report is organized by media rather then by skill
group.
normalized percentage of agent states over a specified range of
time, gathered in half-hour increments.
Note: This report displays the same data as the Entskg09 report
except that this report is organized by media rather then by skill
group.
Purpose
To show agent status in the selected peripheral skill group(s) for
the selected time period
the selected time period
Applicable environment
IPCC and/or ICM
Template type
Historical bar graph
Default sort order
By the skill group
Drilldowns available
No
Schema database table
Skill_Group_Half_Hour