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 Peripheral Skill Group Real-Time Reports
*Longest Task Queued
The date and time that the longest task 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
Tasks QNow
The number of tasks currently queued for the skill group at the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Calls Queued Now
The number of calls currently queued to this skill group by the ACD.
Note: Not applicable to IPCC.
Derived from: Skill_Group_Real_Time.CallsQueuedNow
Calls In Progress
The number of tasks currently associated with this skill group.
Derived from: Skill_Group_Real_Time.CallsInProgress
Interrupted Now
The number of agents whose state with respect to this skill group is currently
Interrupted. This field is currently not used by the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow XXX
Router Longest Call In Q
The time when the longest call in queue was queued for this skill group.
Note: Applicable to IPCC only.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
ICM Avail
The number of agents belonging to this skill group who are currently ICMAvailable with
respect to the Media Routing Domain to which the skill group belongs. ICM Available
means that ICM software is responsible for routing tasks to the agent and that the
agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.IcmAvailable
Application Avail
The number of agents belonging to this skill group who are currently
ApplicationAvailable with respect to the Media Routing Domain to which the skill group
belongs. Application Available means that the application software is responsible for
routing tasks to the agent and that the agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.ApplicationAvailable