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: Active Time
The total time spent in talking state within this skill
group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:S
S (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time in the half hour interval the age
nts were logged into this skill group,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent
in the Not Active or Available state in
relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent
in the Not Ready state in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spe
nt in Active state in this
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/P
aused state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state waiting for an ICM
routed call fr
om this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)