User Guide
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
perskg09: Peripheral Skill Group Normalized Agent State Report
Data:
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active or
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active
The percentage of the time that all agents in the skill group were working on incoming
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Overview:
Subject A bar graph of the selected Peripheral Skill Group(s) showing the
normalized percentage of agent states over a specified range of
time, gathered in half-hour increments.
Note: This report displays the same data as the Entskg09 report
except that this report is organized by media rather then by skill
group.
Purpose To show agent status in the selected peripheral skill group(s) for
the selected time period
Applicable
environment
IPCC and/or standard ACD
Template type Historical bar graph
Default sort order By the skill group
Drilldowns available No
Schema database
table
Skill_Group_Half_Hour