User Guide

IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
5- 87
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Current 5 Minutes Agent Statistics:
Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group during the current five-minute interval. HandledCallsTime is
the time spent from the task being answered by the agent to the time the agent
completed after-task work associated with the task.
This value is updated in the database when the after-task work time associated with
the task (if any) is completed.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5
*Current 5 Minutes Agent Statistics:
Agent Out Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
ACD calls handled by the agent in the skill group during the current five-minute
interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent 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) is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5
Current 5 Minutes Agent Statistics:
Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent are on
hold or paused 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
Current 5 Minutes Agent Statistics:
Log On Duration5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged on to 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
Current 5 Minutes Agent Statistics:
Not Ready
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
Current 5 Minutes Agent Statistics:
% Utilization
Percentage of Ready time that agents in the skill group spent talking or doing task work
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