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 Peripheral Skill Group Reports
perskg03: Peripheral Skill Group Agent State Status Report
See Perskg03, page 10-55 for an illustration of this report.
Overview:
Subject A bar graph of the selected Peripheral Skill Group(s) showing the
percen
tage of agents in each skill group in the Not Ready, Not Active,
Active, Reserved, BusyOther, Interrupted, Hold, and Wrap-Up states.
Purpose To show current agent status in the se
lected peripheral skill group(s)
Applicable environment Unified CCE, Unified ICM
Template type Real-time bar graph
Default sort order By media routing domain and then by skill group
Drilldowns available No
Schema database table Media_Routing_Domain
Skill_Group
Skill_Group_Real_Time
Data:
% Not Ready
The percentage of agents in the skill group in the
Not Ready state during the selected interval.
Derived from: Skill_Group_Real_Time.NotReady/ Skill_Group_Real_Time.LoggedOn
% Not Active
The percentage 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.A
vail/ Skill_Group_Real_Time.LoggedOn
% Active
The percentage 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 w
ho 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
Previe
w, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut +
Sk
ill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve)/
Skill_Group_Real_Time.LoggedOn