Cisco Cisco IPCC Web Option User Guide

10. The caller ends the call at 4:10:37 p.m.

11. The agent performs Wrap up work until 4:12:59 p.m.

For this call flow, events occur within the 16:00:00 to 16:29:59 reporting interval. Reports run
from 16:00:00 to 16:29:59 display all of the data for this call.

For Agent 1, this call does not affect any fields.

agent04: Agent Task Detail
Report

For Agent 2, this call affects the following fields:

•

Tasks Handled: Total Tasks. This field is incremented.

•

Tasks Handled: Avg Time. The handle time for call is used in the calculation.

•

% Wrap Up. The agent's wrap up time for this call is used in the calculation.

For Agent 1, this call affects the following fields

agent25: Agent
Consolidated Half Hour
Report

•

Completed Tasks: Redirect No Answer. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Not Ready. The agent's Not Ready time after this call is used in
the calculation.

For Agent 2, this call affects the following fields

•

Completed Tasks: Handled. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the
calculation.

For Agent 1, this call affects the following fields

agent 31: Agent Not Ready
Detail Report

•

Reason Code. This field displays "Ring No Answer [32767]".

•

Duration. This field displays the amount of time that the agent remained in Not Ready
state.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)