User Guide

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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
% Not Active
The percentage of agents in the skill group who are currently not working on a task associated with
the skill group.
Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_Real_Time.LoggedOn
% Active
The percentage of agents in the skill group who are working on incoming tasks or who are in one
of the talking states.
The Talking state tracks agents who 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
Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve)/
Skill_Group_Real_Time.LoggedOn
% Reserved
The percentage of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents/ Skill_Group_Real_Time.LoggedOn
% BusyOther
The percentage of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther/ Skill_Group_Real_Time.LoggedOn
% Hold
The percentage of agents in the skill group 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 hold 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/ Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage 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)/
Skill_Group_Real_Time.LoggedOn