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
Agent State Times: Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that
agents were logge
d into this skill group.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent
in the Not Active or Available state in
relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that agents spent working on
incoming tasks or talking on calls
in relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/P
aused state in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derive from: (Skill_Group_Half_
Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Time
The percentage of time that agents have spent
in Wrap-up state after incoming or
outgoing calls in relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour
.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Busy Other Time
The percentage of time that agents spent working
on Busy Other time in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derive from: (Skill_Group_Half_
Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)