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
% BusyOther
The percentage of agents in the skill group in
the BusyOther state during the selected
interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
% Reserved
The percentage of agents in the skill group in
the Reserved state during the selected
interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
% Hold
The percentage of agents in the skill group that ha
ve all active calls on hold during the
selected interval. The agent is not in the Hold state with one call on hold and talking on
another call (for example, a consultative call). The agent must have all active calls on
hold.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half
Hour Report
Overview:
Subject A table of the selected Peripheral Skill Group(s) showing the
percentage o
f time that Outbound Option agents spent in the
signed on, handle, talk, and hold states, gathered in half-hour
increments.
Purpose To show outbound option performance details for the selected
time period.
Applicable environment Outbound Option. (IPCC and/or ICM)
Tem pl ate typ e Historical table
Default sort order By the skill group and then by the date
Drilldowns available Yes: When selected from the Base Only Skill Group template
s
ubcategory (that is, used as a base only skill group report).
No: When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report).
Schema database table Skill_Group
Agent_Skill_Group_Half_Hour