User Guide

DescriptionColumn (Field)
The percentage of time that agents spent
working on Reserved time in relation to
LoggedOnTime or interval, whichever is less.
% Reserved
Derived from:
(Skill_Group_Half_Hour.ReservedStateTimeToHalf
/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
The percentage of time that agents have spent
in Wrap-up state after incoming or outgoing
% Wrap Up
calls in relation to LoggedOnTime or interval,
whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf
+
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)
/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
The percentage of time that agents spent
working on Busy Other time in relation to
LoggedOnTime or interval, whichever is less.
% Busy Other
Derive from:
(Skill_Group_Half_Hour.BusyOtherTimeToHalf
/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Report Summary: There is a summary for each Skill Group Name and a total report summary.
See About Report Summaries (page 200).
Available Fields in the Peripheral Skill Group Historical Grid View
Available fields for this report include the fields that display by default as Current. In addition,
most Available fields in this report are derived from the Skill_Group_Half_Hour table as
documented in the Database Schema Guide (http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/prod_technical_reference_list.html).
One exception is Enterprise Skill Group, which is derived from:
Enterprise_Skill_Group.EnterpriseName.
Most fields but one take their value directly from the database.
Exceptions are the FTE Agent State fields. These are calculated based on how you have
configured interval reporting. For example, FTE Agents Active is derived from:
(Skill_Group_Half_Hour.TalkTimeToHalf / 1800) or from
(Skill_Group_Half_Hour.TalkTimeToHalf / 900)
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 9: Unified CCE Release 7.5 Skill Group Reports
Peripheral Skill Group Historical All Fields