User Guide

5- 78
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
*Active Reservation
The number of agents in the skill group currently talking on agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
Avg Active Time
The average talk or active time measured in HH:MM:SS (hours, minutes, seconds)
format within the past 5 minutes.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /
Skill_Group_Real_Time.CallsHandledTo5)
Wrap Up
The number of agents currently in wrap-up state for this skill group.
Wrap Up is call-related work performed by an agent after the call is over. An agent
performing wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady
Hold
The number of agents that have all active calls on hold or whose state to the skill group
is 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
Reserved
The number of agents for the skill group currently in the Reserved state.
Reserved is a state in which an agent is awaiting an interflowed call and is unavailable
to receive any incoming calls. This state applies to agents on Northern Meridian ACDs
only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls assigned to other skill groups
during the half-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
The agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
ASA5
The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds)
format for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 /
Skill_Group_Real_Time.CallsAnsweredTo5