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
FTE Not Active5
The FTE value for the number of agents in the Not Active state during an interval.
The Not Active state is a state where the agent is ready to accept calls, but is not
currently inv
olved in call work.
Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300
FTE Active5
The FTE value for the number of agents in the T
alking In, Talking Out, and Talking
Other states during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5/ 300
FTE Wrap Up5
The FTE value for the number of agents who are
involved in after-call work during an
interval. After-call work includes post-call activities, such as completing paperwork or
consulting with associates.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 +
Skill_Group_R
eal_Time.WorkNotReadyTimeTo5)/ 300
FTE Hold5
The FTE value for the number of agents in the Hold state du
ring an interval. The Hold
state is a state in which an agent has all active calls on hold.
Derived from: Skill_Group_Real_Time.HoldTimeTo5/ 300
FTE Reserved5
The FTE value for the number of agents in
the Reserved state during an interval.
The Reserved state is state in which the agent
is awaiting an interflowed call and is
unavailable to receive any incoming calls.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5/ 300
FTE BusyOther5
The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5/ 300
Queued Now
The number of tasks currently queued
for the skill group.
Derived from: Skill_Group_Real_Time.RouterCallsQNow