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
Hold
The number of agents that have all active calls on hold or whose state to the skill group is Paused.
The agent is not in the Hold state with one call on hold and talking on another call (for example, a
consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold
Reserved
The number of agents for the skill group currently in the Reserved state.
Reserved is 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
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls 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 calls from other skill groups.
The agent can be active (talking on or handling calls) 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
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call work during
the current five-minute interval. This is the percentage of time agents spend working on calls
versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Media Skill Group Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
Peripheral Skill Group Historical Reports
• perskg08: FTE for Peripheral Skill Groups Half Hour Report, page 5-111
• perskg09: Peripheral Skill Group Normalized Agent State Report, page 5-113
• perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour
Report, page 5-115
• perskg27: Peripheral Skill Group Historical All Fields Report, page 5-118
• perskg31: IPCC Peripheral Skill Group Task Summary Half Hour Report, page 5-133