User Guide

5-12
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Data:
% Not Ready
The percentage of agents in the skill group in
the Not Ready state during the selected
interval.
Derived from: Skill_Group_Real_Time.NotR
eady/ Skill_Group_Real_Time.LoggedOn
% Not Active
The percentage of agents in the skill group who are currently not working on a task
associated with
the skill group.
Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_
Real_Time.LoggedOn
% Active
The percentage of agents in the skill group who are
working on incoming tasks or who
are in one of the talking states.
The Talking state tracks agents who are in either
the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
In addition, if the Outbound option is used and agen
t may also be in the Talking Auto
Out, Talking Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_G
roup_Real_Time.TalkingOut
+ Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut +
Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve)/
Skill_Group_Real_Time.LoggedOn
% Reserved
The percentage of agents in the skill group currently in the R
eserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents/
Skill_Group_R
eal_Time.LoggedOn
% BusyOther
The percentage of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther/ Skill_Group_Real_Time.LoggedOn
Purpose To show current agent status in the sele
cted enterprise skill
group(s).
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time graph
Default sort order By enterprise skill group
Drilldowns available No
Schema database table Skill_Group_Real_Time