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
ASA5
The Average Speed of Answer measured in
HH:MM:SS (hours, minutes, seconds)
format for the skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/
Skill_Group_R
eal_Time.CallsAnsweredTo5
Handled
The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past
5 min
utes to handle a task.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5/
Skill_Group_R
eal_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to
the skill group. This count is
updated each time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group.
Not Ready is a state in which agents are logge
d on but are neither involved in any call
handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number 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
Active In
The number of agents in the skill group
currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group
currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skil
l group currently talking on internal (neither inbound
nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and
supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther