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
*Current 5 Minutes Task Statistics: Reserve Active Time
(Outbound Option only) The total active time in HH:MM:SS (hours, minutes, seconds)
for
completed agent reservation calls handled by agents in the skill group during the
rolling five minute interval. This value includes the time spent from the call being
initiated to the time the agent begins after-call work for the call. It is based on
TalkTime. It includes the HoldTime associated with the call. ReserveCallsTalkTime is
updated in the database when the after-call work time associated with the call (if any)
has completed.
Derived from: Skill_Group_Real_Time.ReserveCallsTalkTimeTo5
Current 5 Minutes Agent Statistics: Ans Wait
The time in HH:MM:SS (hours, minutes, seconds) that callers spent ringing at the
agent
’s voice device before being answered by the agent during the rolling five minute
interval.
AnswerWaitTime is associated only with handled tasks and
internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM
systems) and NetQTime (for IPCC systems).
NO
TE: With the existence of a network VRU, in an ICM Enterprise deployment with an
IPCC System PG, this value will not include time spent in the network VRU.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5
Current 5 Minutes Agent Statistics: Not Active
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group have
been in the Not Active state during the rolling five minute interval. AvailTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5
Current 5 Minutes Agent Statistics: Avg Hand Active Time
Average talk time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as
handled by the
skill group during the rolling five minute interval.
This value is calculated as follows:HandledCallsTalkTimeTo5/ CallHandledTo5.
HandledCallsTalkTime includes the
time agents in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states. AvgHandledCallsTalkTime is calculated only for
handled tasks, which are tasks that are finished (that is, any after-task work associated
with the task has been completed). This field is updated in the database when any
after-task work associated with the task is completed.
Derived from: Skill_Group_Real_Time.A
vgHandledCallsTalkTimeTo5