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)
Active Time5
The time in HH:MM:SS (hours, minutes, seconds) agents in the skill group have been in
the Active state during the current five-minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Transfer In Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent on calls transferred into
the skill group during the current five-minute interval. The value is updated in the
database when the after-call work time associated with the call (if any) is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Work Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) agents have been in the Work Not
Ready state during the current five-minute interval. WorkNotReadyTime is included in
the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Work Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) agents have been in the Work Ready
state during the current five-minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
*Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by agents in the skill group during the current five-minute interval. The value is
updated in the database when the after-call-work time associated with the call (if any)
has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5
*Auto Out Time5
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by agents in the skill group
during the current five-minute interval. The AutoOutCallsTime value includes the time
spent from the call being initiated to the time the agent completes after-call work time
for the call. The value is updated in the database when the after-call work time
associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTimeTo5
*Auto Out Active Time5
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by agents in the skill group during the
current five-minute interval. This value includes the HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database when the after-call work time
associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTalkTimeTo5