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 Peripheral Skill Group Reports
Data:
Not Ready
The number of agents in the skill group in the Not Ready state during an interval.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skil
l group who are NOT currently involved in tasks and
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail
Active
The number of agents in the skill group who are working on
incoming tasks or who are
in one of the talking states.
The Talking state tracks agents who are in either
the Talking In, Talking Out, or Talking
Other states (now or during an interval). The time agents spend in each of these states
is tracked individually. A more general database table called TalkTime sums the time
that agents spend in any of the talking states.
In addition, if the Outbound option is used and agent may also be in the Talking Auto
Out, Talking Preview, or Talking Reserve state.
Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_G
roup_Real_Time.TalkingOut
+ Skill_Group_Real_Time.TalkingOther + Skill_Group_Real_Time.TalkingAutoOut +
Skill_Group_Real_Time.TalkingPreview + Skill_Group_Real_Time.TalkingReserve)
Reserved
The number of agents in the skill group
currently in the Reserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents
BusyOther
The number of agents in the skill group
currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents in the skil
l group that have all active calls on hold. 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
Wrap Up
The number of agents in the skil
l group who are involved in after-call work. An agent
doing wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady +
Skill_Group_R
eal_Time.WorkNotReady