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
Hold Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were in the hold or
paused state during the current five-minute interval. HoldTime is counted only while
the agent is doing no other task related activity. HoldTime is included in the calculation
of LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Log On Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged into the skill
group during the current five-minute interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + WorkReadyTimeTo5 +
WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have
been in the Not Ready state during the current five-minute interval. NotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
% Util
The percentage of Ready time that agents in the skill group spent talking or doing tasks
during the current five-minute interval. This is the percentage of time the agents spend
working on tasks in relation to the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Reserved Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents for the skill group spent
in the Reserved state for the past five minutes. ReservedStateTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Active In Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on inbound
tasks for the skill group during the current five-minute interval. TalkInTime is included
in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
*Active Out Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on outbound
calls for the skill group during the current five-minute interval. TalkOutTime is included
in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
Active Other Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on other calls
(neither inbound nor outbound) or tasks for the skill group during the current
five-minute interval. TalkOtherTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5