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 Agent Statistics: Active Preview Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in
the skill group spent talking on outbound Preview calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkPreviewTimeTo5
*Current 5 Minutes Agent Statistics: Active Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agents in the skill group spent
talking on agent reservation calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkReserveTimeTo5
Current 5 Minutes Agent Statist
ics: Interrupted Time
The number of agents whose state with respe
ct to this skill group is currently
Interrupted. This field is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
Current 5 Minutes SL Statistics: Service Level
The service level for the skill group in the last fiv
e-minute interval. Applicable for IPCC
only.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Current 5 Minutes SL Statistics: SL Tasks Offered
The number of tasks that are routed to the ski
ll group or queued to the skill group in
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
Current 5 Minutes SL Statistics: SL Tasks
The number of tasks that are answered within the
skill group service level threshold in
the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Current 5 Minutes SL Statistics: SL Aban
The number of tasks that are abandoned within the
skill group service level threshold in
the last five-minute interval. Applicable for IPCC only.
NOTE:
With the existence of a network VRU, this value includes time in the network
queue.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
Current 5 Minutes SL Statistics: SL Tasks Dequeued
The number of tasks that are dequeued from a skill group within the skill group service
level threshold in the last five-minute interval. Applicable for IPCC only.
Derived from: Skill_Group_Real_Time.ServiceLev
elCallsDequeuedTo5