User Guide

5-14
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
% Utilization
The percent utilization is computed by dividing t
he total time agents spent handling calls by the
total time agents were ready. (To calculate the time that agents were ready, the report subtracts the
Not Ready time from the total time that agents were logged on.)
Derived from: (Skill_Group_Real_Time.TalkTimeTo5 +
Sk
ill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5)/ (Skill_Group_Real_Time.LoggedOnTimeTo5
- Skill_Group_Real_Time.NotReadyTimeTo5)
entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report
See Entskg14, page 10-62 for an illustration of this report.
Overview:
Subject A rolling 5-minute table of the selected Enterprise Skill Group(s)
showing the curre
nt agent states in full-time equivalent (FTE) counts and
the number of tasks queued.
Purpose To show how many agents could be currently used to handle tasks in the
selected ente
rprise skill group(s)
Applicable environment Unified CCE only
Template type Real-time table
Default sort order By enterprise skill group
Drilldowns available Yes
Schema database table Enterprise_Skill_Group
Skill_Group_Real_Time
Data:
Enterprise Skill Group
The enterprise name of the enterprise skill group.
Derived from: Enterprise_Skill_Group.EnterpriseName
FTE Log On5
The fraction of 5 minutes that agents in the skill group have been logged onto the system during an
int
erval.
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5/ 300
FTE Not Ready5
The fraction of 5 minutes that agents in the skill g
roup have been in the Not Ready state during an
interval.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5/ 300