User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spent in Active state in this
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM
routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or
outgoing tasks in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Busy Other Time
The percentage of time that the agents of this skill group spent in busy other state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all fields for each skill group.
Media Summary
The total of all fields for each media routing domain.
Report Summary
The total of all fields for all skill groups for each peripheral.