User Guide

5- 88
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
Current 5 Minutes Agent Statistics:
Reserved
The time in HH:MM:SS (hours, minutes, seconds) that agents for the skill group have
spent in the Reserved state for the past five minutes. ReservedStateTime is included in
the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Current 5 Minutes Agent Statistics:
Active In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on inbound
calls for the skill group during the current five-minute interval. TalkInTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
*Current 5 Minutes Agent Statistics:
Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
outbound calls for the skill group during the current five-minute interval. TalkOutTime
is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
*Current 5 Minutes Agent Statistics:
Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on other
calls (neither inbound nor outbound) for the skill group during the current five-minute
interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Current 5 Minutes Agent Statistics:
Active Time
The time in HH:MM:SS (hours, minutes, seconds) that 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
*Current 5 Minutes Agent Statistics:
Transfer In
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Transfer
In state during the current five-minute interval.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Current 5 Minutes Agent Statistics:
Work Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that 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