User Guide

5-24
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
*Active Out Time5
The time in HH:MM:SS (hours, minutes, seconds) age
nts spent talking on outbound
calls for the skill group during the rolling five minute interval. TalkOutTime is included
in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
Active Other Time5
The time in HH:MM:SS (hours, minutes, seconds) age
nts spent talking on other calls
(neither inbound nor outbound) or tasks for the skill group during the rolling five
minute interval. TalkOtherTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Active Time5
The time in HH:MM:SS (hours, minutes, seconds) agents in the skill group have been in
the Active state during the rol
ling five minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 +
T
alkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Transfer In Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent on calls transferred into
the
skill group during the rolling five minute interval. 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.TransferInCallsTimeTo5
Work Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds)
agents have been in the Work Not
Ready state during the rolling five minute interval. WorkNotReadyTime is included in
the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Work Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) ag
ents have been in the Work Ready
state during the rolling five minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
*Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls
made
by agents in the skill group during the rolling five minute interval. The value is updated
in the database when the after-call-work time associated with the call (if any) has
completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5