611 Ent. SkillGroup Real Time State Counts
Definition
This report shows the counting of the Real-time agent states per Enterprise Skill Group and media (each agent is counted once per Enterprise Skill Group and media).
The advantage here is that you can build/name any areas as an Enterprise SkillGroup (ESG) and then assign as many SkillGroups and/or Precision Queues as needed to this ESG, using the CUIC configuration reports (described within the System Administration Guide). An Agent is then shown just once for each ESG, even if he works for several of the assigned SGs.
This way, the effective resources of organisational areas (like Sales/Support) or skills (like languages) are getting visible.
Main data source: Agent_Real_Time
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| EnterpriseSkillGroupID | ID of Enterprise skill group (group of queues) | |
| EnterpriseSkillGroupName | Name of Enterprise skill group (group of queues) | |
| ESGDescription | Description of Enterprise skill group (can be used as a short display name or as a sort order criteria within Dashboards) | |
| MediaID | ID of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| MediaName | Name of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| Members | Total number of agents for the medium of the Enterprise Skill Group | |
| LoggedOut | Number of logged out agents | |
| LoggedIn | Number of logged in agents | |
| NotReady | Number of agents into Not Ready state | |
| Available | Number of agents into Ready state | |
| RingingVoice | Number of agents where a call is presented but not yet answered | |
| RingingMR | Number of agents where a media task is presented but not yet answered | |
| TalkACD | Number of agents with a Call Center call in active conversation | |
| TalkMR | Number of agents with a Media Routing task in active handling | |
| TalkOutbound | Number of agents reserved for Outbound, call in active conversation | |
| TalkDNIn | Number of agents with an incoming direct call in active conversation | |
| TalkDNOut | Number of agents with an outgoing direct call in active conversation | |
| HoldACD | Number of agents with a Call Center call on hold | |
| HoldMR | Number of agents with a Media Routing task on hold | |
| HoldOutbound | Number of agents with an Outbound call on hold | |
| HoldDNIn | Number of agents with an incoming direct call on hold | |
| HoldDNOut | Number of agents with an outgoing direct call on hold | |
| WrapupACD | Number of agents with a Call Center call in wrap-up stage | |
| WrapupMR | Number of agents with a Media Routing task in wrap-up stage | |
| WrapupOutbound | Number of agents with an Outbound call in wrap-up stage | |
| WrapupDNIn | Number of agents with an incoming direct call in wrap-up stage | |
| WrapupDNOut | Number of agents with an outgoing direct in wrap-up stage | |
| Ringing | Number of agents where a call or a Media Routing task is presented but not yet answered | RingingVoice + RingingMR |
| Talk | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut |
| Hold | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call on hold | HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| Wrapup | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in wrap-up stage | WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |
| TalkHoldACD | Number of agents with a Call Center call in active conversation or on hold | TalkACD + HoldACD |
| TalkHoldMR | Number of agents with a Media Routing task in active handling or on hold | TalkMR + HoldMR |
| TalkHoldOutbound | Number of agents reserved for Outbound, call in active conversation or on hold | TalkOutbound + HoldOutbound |
| TalkHoldDNIn | Number of agents with an incoming direct call in active conversation or on hold | TalkDNIn + HoldDNIn |
| TalkHoldDNOut | Number of agents with an outgoing direct call in active conversation or on hold | TalkDNOut + HoldDNOut |
| TalkHold | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation or on hold | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| RingTalkHold | Number of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation or on hold | RingingVoice + RingingMR + TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| ACDActive | Number of agents with a Call Center call in active conversation, on hold or in wrap-up stage | TalkACD + HoldACD + WrapupACD |
| MRActive | Number of agents with a Media Routing task in active handling, on hold or in wrap-up stage | TalkMR + HoldMR + WrapupMR |
| OutboundActive | Number of agents reserved for Outbound, call in active conversation, on hold or in wrap-up stage | TalkOutbound + HoldOutbound + WrapupOutbound |
| DNInActive | Number of agents with an incoming direct call in active conversation, on hold or in wrap-up stage | TalkDNIn + HoldDNIn + WrapupDNIn |
| DNOutActive | Number of agents with an outgoing direct call in active conversation, on hold or in wrap-up stage | TalkDNOut + HoldDNOut + WrapupDNOut |
| Active | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut + WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |
| RingActive | Number of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | RingingVoice + RingingMR + TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut + WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |