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
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (pr
edictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reservation
The number of agents in the skil
l group currently talking on agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
Avg Active Time
The average talk or active time measured in
HH:MM:SS (hours, minutes, seconds)
format within the past 5 minutes.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5/
Skill_Group_R
eal_Time.CallsHandledTo5)
Wrap Up
The number of agents currently in wr
ap-up state for this skill group.
Wrap Up is call-related work
performed by an agent after the call is over. An agent
performing wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_R
eal_Time.WorkNotReady
Hold
The number of agents that have all active calls on ho
ld or whose state to the skill group
is Paused.
The agent is not in the Hold state with one call
on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold
Reserved
The number of agents for the skill group currently
in the Reserved state.
Reserved is a state in which an agent is awaiting an interflowed call and is unavailable
to r
eceive any incoming calls. This state applies to agents on Northern Meridian ACDs
only.
Derived from: Skill_Group_Real_Time.ReservedAgents