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
Agent State Times: % Wrap Time
The percentage of time that agents have spent in Wrap-up state after incoming or
outgoing calls in
relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour
.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % BusyOther Time
The percentage of time that agents have spent in BusyOther state in relation to
LoggedOnTi
me or the half hour interval, whichever is less.
Derive from: Skill_Group_Half_
Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state in relation to
LoggedOnTi
me or the half hour interval, whichever is less.
Derive from: Skill_Group_Half_Hour
. ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Utilization
The percentage of time in the half hour interval that the agents spent working on calls
in
relation to the time agents are ready.
If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour
.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
ASA
The skill group's average speed of answer in HH:MM:S
S (hour, minutes, seconds)
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf/
Skill_Group_Half_Hour
.CallsAnsweredToHalf
Completed Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, mi
nutes, seconds) for tasks sent to the
skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf