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
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
A
vailable or Not Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were in the Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf
Work Ready
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
we
re in the Work Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf
Work Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
we
re in the Work Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds)
that agents spent handling calls
assigned to other skill groups in the half hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf
Reserved
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt in the Reserved state in the half hour interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf
*Transfer In Tasks
The number of tasks transferred into the
skill group in the half hour interval.
For blind transfers in IPCC Enterprise, the v
alue is updated in the database when an
agent blind transfers the call to an IVR.
For blind transfers in IPCC Enterprise with an
IPCC System PG, the value is not updated
in the database until the call that was blind transferred to an IVR is subsequently
transferred to another agent.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer In Time
The total time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred
into
the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf