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
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Real_Time.DateTime
Log On
The number of agents that are currently logged into the skill group. This count is updated each time
an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Active
The number 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
*Ready
The number of agents for the skill group in the Ready state.
The Ready state is one in which an agent is logged on to the system and either working on a call,
involved in after call work, or available to handle a new task. Agents are not available to handle
new tasks when they are in the NotReady or WorkNotReady states.
Derived from: Skill_Group_Real_Time.Ready
Not Ready
The number of agents in the skill group in the Not Ready state, a state in which agents are logged in
but are neither involved in any task handling activity nor available to handle a task.
Derived from: Skill_Group_Real_Time.NotReady
Reserved
The number of agents for the skill group currently in the Reserved state, a state in which an agent is
awaiting an interflowed call and is unavailable to receive any incoming tasks. This state applies to
agents on Northern Meridian ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Active In
The number of agents in the skill group currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut