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
Note • Not applicable for IPCC Enterprise without an IPCC System PG and is not updated. In
IPCC Enterprise with an IPCC System PG, this field is applicable and is updated when a
call is queued to the skill group. For consistent values, in IPCC Enterprise regardless of
whether or not there is an IPCC System PG, use “Router Longest Call In Q” which is
derived from Skill_Group_Real_Time.RouterLongestCallInQ.
• This fi
eld is not applicable to IPCC Enterprise. In an IPCC Enterprise Gateway
deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG
(child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not
available in the child or in the child agent/supervisor desktop. The time spent in the
network queue is not included in the reporting metrics in the child. A call center manager
who would normally only look at the IPCC child reports will need to also look at the parent
ICM reports for network queuing data.
Derived from: Skill_Group_Real_Time.LongestCallQ
Longest Avail Agent
A date and time value that specifies the time th
at the longest Not Active agent for the
skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Tasks QNow
The number of tasks currently queued for the skil
l group at the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is
not available in the ‘child’ reports or in the child agent/supervisor desktop.A call
center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
Calls Queued Now
The number of tasks currently queued to
this skill group by the ACD.
Derived from: Skill_Group_Real_Time.CallsQueuedNow
Note The CallQueuedNow field is never incremented in the event of Network Queuing. It is
incremented only when a call is queued locally at the ACD. The field that is
incremented in the event of Network Queuing is TasksQNow.
Calls In Progress
The number of tasks currently associated with this
skill group. This field populates for
non-voice tasks only.
Derived from: Skill_Group_Real_Time.CallsInProgress
Interrupted Now
The number of agents whose state with respect to this skill group is currently
Interrupted
. This field is currently not used by the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow XXX