User Guide

5-100
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 Agent Statistics:
Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent are on
hold or
paused during the rolling five minute interval. HoldTime is counted only while
the agent is doing no other task related activity. HoldTime is included in the calculation
of LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Current 5 Minutes Agent Statistics:
Log On Duration5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged on
to the
skill group during the rolling five minute interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + TalkOutTimeTo5 +
T
alkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + WorkReadyTimeTo5 +
WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Current 5 Minutes Agent Statistics:
Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group have
been in the Not Ready state during the rolling five minute interval. NotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
Current 5 Minutes Agent Statistics:
% Utilization
Percentage of Ready time that agents in the skill group spent talking or
doing task work
during the rolling five minute interval. This is the percentage of time the agents spend
working on tasks in relation to the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Current 5 Minutes Agent Statistics:
Reserved
The time in HH:MM:SS (hours, minutes, seconds) that agents for
the skill group have
spent in the Reserved state for the past five minutes. ReservedStateTime is included in
the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5
Current 5 Minutes Agent Statistics:
Active In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spen
t talking on inbound
calls for the skill group during the rolling five minute interval. TalkInTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5