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: Active Time
The total time spent in the Active state within this skill group in the half hour interval,
measured in H
H:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct
and Outgoing Internal, although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in
this skill group in the half hour
interval, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming
Direct and Outgoing Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time in the half hour interval the age
nts were logged into this skill group,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: 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: % 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: % Active Time
The percentage of time the half hour interv
al that the agent of this skill group has
spent in Active state in this Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time the half hour interval that
agents have put a call from this skill
group on hold in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time the half hour interval that
agents have spent in Reserved state
waiting for an ICM routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)