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: % Not Active Time
The percentage of time that agents have spent
in the Not Active or Available state in
relation to LoggedOnTime or 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 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 interval, whichever is less.
Derive from: (Skill_Group_Half_
Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent
in Wrap-up state after incoming or
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour
.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % BusyOther Time
The percentage of time that agents spent working
on Busy Other time in relation to
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_
Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents spent working
on Reserved time in relation to
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour
. ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Utilization
The percentage of time the agents spent working on calls
in relation to the time Agents
are ready.
Derived from: If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour
.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour
.WorkReadyTimeToHalf +