User Guide

5-85
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
perskg03: Peripheral Skill Group Agent State Status Report
See Perskg03, page 10-55 for an illustration of this report.
Data:
% Not Ready
The percentage of agents in the skill group in
the Not Ready state during the selected
interval.
Derived from: Skill_Group_Real_Time.NotR
eady/ Skill_Group_Real_Time.LoggedOn
% Not Active
The percentage of agents in the skill group who are
NOT currently involved in tasks and
who are ready to accept calls or tasks.
Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_
Real_Time.LoggedOn
% Active
The percentage 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 agen
t 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)/
Skill_Group_Real_Time.LoggedOn
Overview:
Subject A bar graph of the selected Peripher
al Skill Group(s) showing the
percentage of agents in each skill group in the Not Ready, Not
Active, Active, Reserved, BusyOther, Interrupted, Hold, and
Wrap-Up states.
Purpose To show current agent status in the selected peripheral skill
group(s)
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time bar graph
Default sort order By media routing domain and then by skill group
Drilldowns available No
Schema database table Media_Routing_Domain
Skill_Group
Skill_Group_Real_Time