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 • Not applicable for Unified CCE without an IPCC System PG and is not updated. In Unified CCE
with an IPCC System PG, this field is applicable and is updated when a call is queued to the skill
group. For consistent values, in Unified CCE regardless of whether or not there is an IPCC System
PG, use “Router Longest Call In Q” which is derived from
Skill_Group_Real_Time.RouterLongestCallInQ.
• This field is not applicable to Unified CCE. In an IPCC Enterprise Gateway deployment, Unified
ICM (parent) connected with a Unified CCE with an IPCC System PG (child) or Unified Contact
Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child
or in the child agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at the Unified
CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.
Longest Avail Agent
A date and time value that specifies the time that the longest Not Active agent for the skill group
became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Tasks QNow
The number of tasks currently queued for the skill group at the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Note In a Unified ICM Enterprise deployment with an IPCC System PG, network queuing data is not
available in the ‘child’ reports or in the child agent/supervisor desktop.A call center manager
who would normally only look at the child reports will need to also look at the parent Unified
ICM reports for network queuing data.
Calls Queued Now
The number of tasks currently queued to this skill group by the ACD.
Derived from: Skill_Group_Real_Time.CallsQueuedNow
Note The CallQueuedNow field is never incremented in the event of Network Queuing. It is
incremented only when a call is queued locally at the ACD. The field that is incremented in the
event of Network Queuing is TasksQNow.
Calls In Progress
The number of tasks currently associated with this skill group. This field populates for non-voice
tasks only.
Derived from: Skill_Group_Real_Time.CallsInProgress
Interrupted Now
The number of agents whose state with respect to this skill group is currently Interrupted. This field
is currently not used by the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow XXX