User Guide

5-11
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
BusyOther
The number of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents that have all active calls
on hold or whose state to the skill group is Paused.
The agent is not in the Hold state with one call on ho
ld and talking on another call (for example, a
consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold
Wrap Up
The number of agents in the skill group who are involved
in after-call work. An agent doing
wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady
entskg03: Enterprise Skill Group Agent Status Report
Overview:
Subject A graph of the selected Enterprise Skill Group(s) showing the percentage
of
agents in each skill group in the Not Ready, Not Active, Active,
Reserved, Interrupted, BusyOther, Hold, and Wrap-Up states.
Fields applicable to a voic
e domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show current agent status in the selected enterprise skill group(s).
Applicable environment Unified CCE, Unified ICM
Template type Real-time graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database table Skill_Group_Real_Time
Data:
% Not Ready
The percentage of agents in the skill group in the
Not Ready state during the selected interval.
Derived from: Skill_Group_Real_Time.NotReady/ Skill_Group_Real_Time.LoggedOn