User Guide

5-10
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
entskg01: Enterprise Skill Group Status real-time Report Template
Overview:
Subject A bar graph of the selected Enterprise Skill Group(s) showing the
number of agents in each skill group in the Not Ready, Not Active,
Active, Reserved, BusyOther, Interrupted, Hold, and Wrap-Up states.
Purpose To show the current status of the selected enterprise skill group(s).
Applicable environment Unified CCE, Unified ICM
Template type Real-time bar graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database table Skill_Group_Real_Time
Data:
Not Ready
The number of agents in the skill group in
the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skill group who are curren
tly not working on a task associated with the
skill group.
Derived from: Skill_Group_Real_Time.Avail
Active
The number of agents in the skill group who are working on incoming tasks or who are in one of
the tal
king states.
The Talking state tracks agents w
ho are in either the Talking In, Talking Out, or Talking Other
states (now or during an interval). The time agents spend in each of these states is tracked
individually. A more general database table called TalkTime sums the time that agents spend in any
of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto Out, Talking
Previe
w, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Sk
ill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve)
Reserved
The number of agents in the skill group currently in the
Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents