User Guide

5-107
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
Reserved
The number of agents for the skill group currently in the R
eserved state.
Reserved is a state in which an agent is awaiting an interflowed call and is unavailable
to receiv
e any incoming calls. This state applies to agents on Northern Meridian ACDs
only.
Derived from: Skill_Group_Real_Time.ReservedAgents
Busy Other
The number of agents currently in the BusyOther state.
Busy Other is a state in which the agent handling calls assigned to other skill groups
during the half
-hour interval). For example, an agent might be talking on an inbound
call in one skill group while simultaneously logged on to and ready to accept calls from
other skill groups.
The agent can be active (talking on or handling calls) in only one skill group at a time.
Therefore, while active in one skill
group, for the other skill group the agent is
considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther
% Utilization
The percentage of Ready time that agents in
the skill group spent talking or doing call
work during the current five-minute interval. This is the percentage of time agents
spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Media Skill Group Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
Peripheral Skill Group Historical Reports
• perskg08: FTE for Peripheral Skill Groups Half Hour Report, page 5-108
• perskg09: Peripheral Skill Group Normalized Agent State Report, page 5-110
• perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups
Half Hour Report, page 5-112
• perskg27: Peripheral Skill Group Historical All Fields Report, page 5-115
• perskg31: IPCC Peripheral Skill Group Task Summary Half Hour Report, page 5-129
• perskg32: IPCC Peripheral Skill Group Task Summary Daily Report, page 5-133
• perskg33: IPCC Peripheral Skill Group Performance Summary Half Hour Report, page
5-137
• perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report, page 5-141
• perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-145
• perskg36: IPCC Peripheral Skill Group Consolidated Daily Report, page 5-149