User Guide

IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Handled
The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past
5 minutes to handle a task.
Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to the skill group. This count is
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group.
Not Ready is a state in which agents are logged on but are neither involved in any call
handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents for the skill group in the Not Active state.
Not Active is a state where the agent is ready to accept tasks, but is not currently
involved in call work.
Derived from: Skill_Group_Real_Time.Avail
Active In
The number of agents in the skill group currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview