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
Router Longest Call In Q
The time when the longest call in queue was queued for
this skill group. Applicable to
IPCC only.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
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.
ICM Avail
The number of agents belonging to this skill group who are curr
ently ICMAvailable with
respect to the Media Routing Domain to which the skill group belongs. ICM Available
means that ICM software is responsible for routing tasks to the agent and that the
agent is eligible to ha
ndle a task.
Derived from: Call_Type_Real_Time.IcmAvailable
Application Avail
The number of agents belonging to this
skill group who are currently
ApplicationAvailable with respect to the Media Routing Domain to which the skill group
belongs. Application Available means that the application software is responsible for
routing tasks to the agent and that the agent is eligible to handle a task.
Derived from: Call_Type_Real_Time.ApplicationAvailable
Current 5 Minutes Task Statistics: Offered
The number of tasks offered to the skill group during the ro
lling five minute interval.
In IPCC Enterprise with an IPCC System PG, a task is
counted as offered as soon as it is
sent to a skill group.
In IPCC Enterprise, a task is counted as offered only when it is
answered. Offered calls
are the total number of incoming calls and internal calls sent to a specific route,
service, or skill group. In real-time data, a call is counted as offered as soon as it is
sent to a route or service. However, if the caller hangs up before the abandoned call
wait time has elapsed, that call is not counted as offered in the historical (5-minute and
30-minute) data. This ensures that the number of calls offered is the same as the
number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5