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Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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IPCC Skill Group Report Templates
Peripheral Skill Group Historical Reports
   
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109
  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / 
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 interval, whichever is less. 
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that agents spent working on incoming tasks or talking on calls 
in relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents have spent on hold (or paused) time in relation to 
LoggedOnTime or interval, whichever is less. 
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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 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 
LoggedOnTime or 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 
LoggedOnTime or interval, whichever is less. 
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Utilization
The percentage of time 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 +