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
Data:
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in
the skill group were in the Not Active or
Available state during the interval. This value is measured against the total time that all
agents were logged on during the selected interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
% Not Ready
The percentage of the time that all agents in the skill group were in the Not R
eady state
during the selected interval. This value is measured against the total time that all
agents were logged on during the interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
% Active
The percentage of the time that
all agents in the skill group were working on incoming
tasks or were in the Active, Talking In, Talking Out, or Talking Other states during the
interval. This value is measured against the total time that all agents were logged on
during the selected interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
% Wrap
The percentage of the time that all agents
in the skill group were in wrap up during the
selected interval. This value is measured against the total time that all agents were
logged on during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour
.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical bar graph
Default sort order By the skill group
Drilldowns available No
Schema database table Skill_Group_Half_Hour