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
Note In the following 15 field, the number of agents in a particular state is with respect to a skill group.
Logged On
The number of agents that are currently logged into the skill group. This count is updated each time
an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Active
The number of agents for the skill group in the Not Active state, the state where the agent is ready
to accept tasks, but is not currently involved in task work.
Derived from: Skill_Group_Real_Time.Avail
Ready
The number of agents for the skill group in the Ready state.
The Ready state is a state in which an agent is logged on to the system and either working on a call,
involved in after call work, or available to handle a new task.
Derived from: Skill_Group_Real_Time.Ready
Not Ready
The number of agents in the skill group in the Not Ready state, a state in which agents are logged in
but are neither involved in any task handling activity nor available to handle a task.
Derived from: Skill_Group_Real_Time.NotReady
Reserved Agents
The number of agents for the skill group currently in the Reserved state, a state in which an agent is
awaiting an interflowed call and is unavailable to receive any incoming calls. This state applies to
agents on Northern Meridian ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Active
The number of agents in the skill group currently working on incoming tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound nor
outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther