User Guide

5-101
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:
Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spe
nt talking on
outbound calls for the skill group during the rolling five minute interval. TalkOutTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
*Current 5 Minutes Agent Statistics:
Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spen
t talking on other
calls (neither inbound nor outbound) for the skill group during the rolling five minute
interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Current 5 Minutes Agent Statistics:
Active Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group have
been in the Active state during the rolling five minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 +
T
alkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Current 5 Minutes Agent Statistics:
Transfer In
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Transfer
In state during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Current 5 Minutes Agent Statistics:
Work Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work
Not Ready state during the rolling five minute interval. WorkNotReadyTime is included
in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Current 5 Minutes Agent Statistics:
Work Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents ha
ve been in the Work
Ready state during the rolling five minute interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5
*Current 5 Minutes Agent Statistics: Acti
ve Auto Out Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent
talking on AutoOut (predictive) calls during the rolling
five minute interval.
Derived from: Skill_Group_Real_Time.TalkAutoOutTimeTo5