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
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound nor
outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
Work NotReady
The number of agents in the skill group in the Work Not Ready state, a state in which an agent is
involved in after call work and is assumed not to be ready to accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkNotReady
Work Ready
The number of agents in the skill group in the Work Ready state, a state in which an agent is
involved in after call work and is assumed to be ready to accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkReady
Busy Other
The number of agents in the skill group currently in the BusyOther state, a state in which the agent
is handling tasks assigned to other skill groups during the half-hour interval.
For example, an agent might be talking on an inbound call in one skill group while simultaneously
logged on to and ready to accept calls from other skill groups. The agent can be active (talking on
or handling calls) in only one skill group at a time. Therefore, while active in one skill group, for
the other skill group the agent is considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents in the skill group that have all active tasks on hold or 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
*Long Task Q
The date and time that the longest call in the queue for the skill group was placed in the queue.
Derived from: Skill_Group_Real_Time.LongestCallQ
Note This field is not applicable to Unified CCE. In an IPCC Enterprise Gateway deployment, Unified
ICM (parent) connected with a Unified CCE with an IPCC System PG (child) or Unified Contact
Center Express (child) through IPCC Gateway PG, network queuing data is not available in the
child or in the child agent/supervisor desktop. The time spent in the network queue is not
included in the reporting metrics in the child. A call center manager who would normally only
look at the Unified CCE child reports will need to also look at the parent Unified ICM reports
for network queuing data.