User Guide

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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
Application Avail
The number of agents belonging to this
skill group who are currently
ApplicationAvailable with respect to the Media Routing Domain to which the skill group
belongs. Application Available means that the application software is responsible for
routing tasks to the agent and that the agent is eligible to handle a task.
Derived from: Skill_Group_Real_Time.ApplicationAvailable
Service Level
The service level for the skill group during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Note For the following SL fields: with the existence of a network VRU, this value includes time in
the network queue.
SL Tasks Offered 5
The count of calls that are routed to the skill gr
oup or queued to the skill group during
the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
SL Tasks 5
The count of calls that are answered within
the skill group service level threshold
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
SL Aban 5
The count of calls that are abandoned within
the skill group service level threshold
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
SL Tasks Dequeued 5
The count of calls that are dequeued from a
skill group within the skill group service
level threshold during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLev
elCallsDequeuedTo5
SL Tasks RONA 5
The count of calls that are redirected with no answer withi
n the skill group service level
threshold during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLev
elCallsDequeuedTo5