User Guide

5-23
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
*Out Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group took
to
complete outbound ACD calls during the rolling five minute interval.
The AgentOutCallsTime value includes the time spent from the call being
initiated by
the agent to the time the agent completes after-call work time for the call. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5
Hold Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were in
the hold or
paused state during the rolling five minute interval. HoldTime is counted only while the
agent is doing no other task related activity. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Log On Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged into the skill
group during the rolling five minute
interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + TalkOutTimeTo5 +
T
alkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + WorkReadyTimeTo5 +
WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group have
been in the Not Ready state during the rolling five minute interval. NotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
% Util
The percentage of Ready time that agents in the
skill group spent talking or doing tasks
during the rolling five minute interval. This is the percentage of time the agents spend
working on tasks in relation to the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Reserved Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents for
the skill group spent
in the Reserved state for the past five minutes. ReservedStateTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Active In Time5
The time in HH:MM:SS (hours, minutes, seconds) age
nts spent talking on inbound
tasks for the skill group during the rolling five minute interval. TalkInTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5