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
% Reserved
The percentage of agents in the skill group currently in the R
eserved state.
Derived from: Skill_Group_Real_Time.ReservedAgents/
Skill_Group_R
eal_Time.LoggedOn
% BusyOther
The percentage of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOthe
r/ Skill_Group_Real_Time.LoggedOn
% Hold
The percentage of agents in the skill group that ha
ve 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/ Skill_G
roup_Real_Time.LoggedOn
% Wrap Up
The percentage of agents in the skill group who are in
volved 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)/ Skill_Group_Real_Time.LoggedOn
perskg05: Peripheral Skill Group % Utilization of Ready Agents Report
See Perskg05, page 10-55 for an illustration of this report.
Overview:
Subject A bar graph of the selected Peripher
al Skill Group(s) showing the
percentage utilization of agents. The ratio is between time logged
on and time handling calls.
Purpose To show the utilization of the agents in a peripheral skill group
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