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
Work NotReady
The number of agents in the skill group in the Work Not Ready state, a state in which an agent is
involved in after task work and is assumed not to be ready to accept incoming tasks when done.
Derived from: Skill_Group_Real_Time.WorkNotReady
Work Ready
The number of agents in the skill group in the Work Ready state, a state in which an agent is
involved in after task work and is assumed to be ready to accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkReady
Busy Other
The number of agents currently in the BusyOther state.
The Busy Other state is a state in which the agent is handling tasks assigned to other skill groups
during the half-hour interval. For example, an agent might be talking on an inbound call in one
skill group while simultaneously logged on to and ready to accept tasks from other skill groups.
The agent can be active (talking on or handling tasks) in only one skill group at a time. Therefore,
while active in one skill group, for the other skill group the agent is considered to be in the Busy
Other state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents that have all active tasks on hold and/or have paused tasks.
The agent is not in the Hold state with one task on hold and talking on another task (for example, a
consultative call). The agent must have all active tasks on hold.
Derived from: Skill_Group_Real_Time.Hold
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reserve
The number of agents in the skill group talking on agent reservation calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkingReserve
*Longest Task Queued
The date and time that the longest task in the queue for the skill group was placed in the queue.
Derived from: Skill_Group_Real_Time.LongestCallQ