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
FTE NotReady5
The FTE value for the number of agents in the Not Ready state during an interval.
This is a state in which agents are logged on, but neither involved in call handling activity nor
available to handle a call.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5/ 300
FTE Not Active5
The FTE value for the number of agents in the Not Active state during an interval.
The Not Active state is a state where the agent is ready to accept calls, but is not currently involved
in call work.
Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300
FTE Active5
The FTE value for the number of agents in the Talking In, Talking Out, and Talking Other states
during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5/ 300
FTE Wrap Up5
The FTE value for the number of agents who are involved in after-call work during an interval.
After-call work includes post-call activities, such as completing paperwork or consulting with
associates.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_Real_Time.WorkNotReadyTimeTo5)/ 300
FTE Hold5
The FTE value for the number of agents in the Hold state during an interval. The Hold state is a
state in which an agent has all active calls on hold.
Derived from: Skill_Group_Real_Time.HoldTimeTo5/ 300
FTE Reserved5
The FTE value for the number of agents in the Reserved state during an interval.
The Reserved state is state in which the agent is awaiting an interflowed call and is unavailable to
receive any incoming calls.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5/ 300
FTE BusyOther5
The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5/ 300
Queued Now
The number of tasks currently queued for the skill group.
Derived from: Skill_Group_Real_Time.RouterCallsQNow