User Guide

5-15
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
FTE Not Active5
The fraction of 5 minutes that agents in the skill group have been in the Not Active state during an
interval.
Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300
FTE Active5
The fraction of 5 minutes that agents in the skill group have been working on incoming tasks or
have been in a talking state (Talking In, Talking Out, and Talking Other states) during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5/ 300
FTE Wrap Up5
The fraction of 5 minutes that agents in the skill group have been in after-call work during an
interval.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5)/ 300
FTE Hold5
The fraction of 5 minutes that agents in the skill group have been in paused or the Hold state during
an interval.
Derived from: Skill_Group_Real_Time.HoldTimeTo5/ 300
FTE Reserved5
The fraction of 5 minutes that agents in the skill group have been in the Reserved state during an
interval.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5/ 300
FTE Busy Other5
The fraction of 5 minutes that agents in the skill group have been in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5/ 300
Queued Now
The number of tasks currently queued for the skill group at the CallRouter and at the local ACD
queue.
Derived from: Skill_Group_Real_Time.RouterCallsQNow +
Skill_Group_Real_Time.CallsQueuedNow