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
ICM Avail
The number of agents belonging to this skill group who are currently ICMAvailable with respect to
the Media Routing Domain to which the skill group belongs. Unified ICM Available means that
the software is responsible for routing tasks to the agent
and that the agent is eligible to handle a
task.
Derived from: Skill_Group_Real_Time.IcmAvailable
Application Avail
The number of agents belonging to this skill group who are currently ApplicationAvailable with
respect to the Media Routing Domain to which the skill group belongs. Application Available
means that the application software is responsible for routing tasks to the agent
and that the agent
is eligible to handle a task.
Derived from: Skill_Group_Real_Time.ApplicationAvailable
Service Level
The service level for the skill group during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Note For the following SL fields: with the existence of a network VRU, this value includes time in the network
queue.
SL Tasks Offered 5
The count of calls that are routed to the skill group or queued to the skill group during the rolling
five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
SL Tasks 5
The count of calls that are answered within the skill group service level threshold during the rolling
five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
SL Aban 5
The count of calls that are abandoned within the skill group service level threshold during the
rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
SL Tasks Dequeued 5
The count of calls that are dequeued from a skill group within the skill group service level
threshold during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedTo5