User Guide

IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Hold
The number of agents in the skill group that have all active tasks on hold or paused.
The agent is not in the Hold state with one call on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold
*Long Task Q
The date and time that the longest call in the queue for the skill group was placed in
the queue.
Derived from: Skill_Group_Real_Time.LongestCallQ
Longest Not Active Agent
A date and time value that specifies the time that the longest Not Active agent for the
skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Router Tasks QNow
The number of calls currently queued to the skill group by the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Offered5
The number of tasks offered to the skill group during the current five-minute interval.
In real-time data, a task is counted as offered as soon as it is sent to a skill group.
Offered calls are the total number of incoming calls and internal calls sent to a specific
route, service, or skill group. In real-time data, a call is counted as offered as soon as it
is sent to a route or service. However, if the caller hangs up before the abandoned call
wait time has elapsed, that call is not counted as offered in the historical (5-minute and
30-minute) data. This ensures that the number of calls offered is the same as the
number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5
Answered5
The number of calls answered by agents in the skill group during the past five minutes.
The number of tasks begun includes only handled tasks and internal calls received,
which are tracked in the CallsHandled and InternalCallsReceived fields, respectively.
The count for CallsAnswered is updated in the database at the time the call is
answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls
that reached agents during the five-minute interval. The calls might still be in progress
when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number
of answered calls and handled tasks during an interval is not necessarily the same, but
eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5