User Guide

5-27
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 Reserve Time5
(Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in
the skil
l group spent talking on agent reservation calls during the rolling five minute
interval.
Derived from: Skill_Group_Real_Time.TalkingReserveTimeTo5
*Tasks Queued Now
The number of calls currently queued to this
skill group by the ACD.
Derived from: Skill_Group_Real_Time.CallsQueuedNow
Note This is not applicable to IPCC
*Tasks In Progress
The number of tasks currently associated with this
skill group. This field populates for
non-voice tasks only.
Derived from: Skill_Group_Real_Time.CallsInProgress
Interrupted Now
The number of agents whose state with respect to this skill group is currently
Interrupted. This field is currently
not used in the database.
Derived from: Skill_Group_Real_Time.NumAgentsInterruptedNow
Interrupted Time5
The time, in HH:MM:SS (hours, minutes, seconds), that the agent spent in the
Interrupted state in th
e current five-minute interval. This field is currently not used in
the databas
e.
Derived from: Skill_Group_Real_Time.InterruptedTimeTo5
Router Longest Call In Q
The time when the longest call in queue was queued for this skill group.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
Note This is applicable to IPCC only.
ICM Avail
The number of agents belonging to this skill group who are curr
ently ICMAvailable with
respect to the Media Routing Domain to which the skill group belongs. ICM Available
means that ICM software is responsible for routing tasks to the agent and that the
agent is eligible to ha
ndle a task.
Derived from: Skill_Group_Real_Time.IcmAvailable