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
% Reserved
The percentage of agents in the skill g
roup currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgen
ts/ Skill_Group_Real_Time.LoggedOn
% BusyOther
The percentage of agents in the skill g
roup currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyO
ther/ Skill_Group_Real_Time.LoggedOn
% Hold
The percentage of agents in the skill group that have all active calls on hold. The agent is not in the
Hol
d 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/ Skill_Group_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are involved in after-call work. An agent doing
wrap-up work is
in either the Work Ready or the Work Not Ready state.
Derived from: (Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady)/
Sk
ill_Group_Real_Time.LoggedOn
perskg05: Peripheral Skill Group % Utilization of Ready Agents Report
See Perskg05, 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 utilization of agents. The ratio is between time logged on and
time handling calls.
Purpose To show the utilization of the agents in a peripheral skill group
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