User Guide

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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
FTE Busy Other5
The fraction of 5 minutes that agents in the skill group have been in the Busy Other
state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300
Queued
The number of tasks currently queued for the skill group at the CallRouter and at the
local ACD queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Skill_Group_Real_Time.CallsQueuedNow
entskg05: Enterprise Skill Group % Utilization of Ready Agents Report
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName
(Enterprise_Skill_Group.EnterpriseSkillGroupID)
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Overview:
Subject A bar graph of the selected Enterprise Skill Group(s) showing the
percent utilization of agents. The ratio is between time logged on
and time handling calls.
Purpose To show the utilization of the agents in an enterprise skill group
Applicable
environment
IPCC and/or standard ACD
Template type Real-time bar graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database
table
Enterprise_Skill_Group
Skill_Group
Skill_Group_Real_Time
Media_Routing_Domain