User Guide

5-42
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
% BusyOther
The percentage of agents in the skill group in
the BusyOther state during the selected
interval.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)
% Reserved
The percentage of agents in the skill group in
the Reserved state during the selected
interval.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)
% Hold
The percentage of agents in the skill group that ha
ve all active calls on hold during the
selected interval. 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_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
entskg27: Enterprise Skill Group Historical All Fields Report
Overview:
Subject A table of all the selected enterprise skill groups listing all the
a
vailable skill-group historical report data for the selected interval
Note This report displays the same data as the Perskg27 report
except that this report is organized by enterprise skill
group rather than by media.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.