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
Router Longest Call In Q
The time when the longest call in queue was queued for this skill group. Applicable to Unified
CCE only.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
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.
ICM Avail
The number of agents belonging to this skill group who are currently ICMAvailable with respect to
the Media Routing Domain to which the skill group belongs. Unified ICM Available means that
the software is responsible for routing tasks to the agent
and that the agent is eligible to handle a
task.
Derived from: Call_Type_Real_Time.IcmAvailable
Application Avail
The number of agents belonging to this skill group who are currently ApplicationAvailable with
respect to the Media Routing Domain to which the skill group belongs. Application Available
means that the application software is responsible for routing tasks to the agent
and that the agent
is eligible to handle a task.
Derived from: Call_Type_Real_Time.ApplicationAvailable
Current 5 Minutes Task Statistics: Offered
The number of tasks offered to the skill group during the rolling five minute interval.
In Unified CCE with an IPCC System PG, a task is counted as offered as soon as it is sent to a skill
group.
In Unified CCE, a task is counted as offered only when it is answered. Offered calls are the total
number of incoming calls and internal calls sent to a specific route, service, or skill group. In
real-time data, a call is counted as offered as soon as it is sent to a route or service. However, if the
caller hangs up before the abandoned call wait time has elapsed, that call is not counted as offered
in the historical (5-minute and 30-minute) data. This ensures that the number of calls offered is the
same as the number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5