User Guide

5-85
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Peripheral Skill Group Reports
Data:
Not Ready
The number of agents in the skill group in the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skill group who are NOT currently involved in tasks and who are
ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail
Active
The number of agents in the skill group who are working on incoming tasks or who are in one of
the talking states.
The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking Other
states (now or during an interval). The time agents spend in each of these states is tracked
individually. A more general database table called TalkTime sums the time that agents spend in any
of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto Out, Talking
Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Skill_Group_Real_Time.TalkingOther + Skill_Group_Real_Time.TalkingAutoOut +
Skill_Group_Real_Time.TalkingPreview + Skill_Group_Real_Time.TalkingReserve)
Reserved
The number of agents in the skill group currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents
BusyOther
The number of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents in the skill group that have all active calls on hold. 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
Drilldowns available No
Schema database table Media_Routing_Domain
Skill_Group
Skill_Group_Real_Time