Cisco Cisco IPCC Web Option User Guide

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% Logon Duration. This field displays the percent of the agent's logon duration in which
the agent was in Not Ready state with this reason code.

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% Not Ready. This field displays the percent of the agent's entire Not Ready duration in
which the agent was in Not Ready state with this reason code.

For Agent 1's skill group, this call affects the following fields:

perskg31: IPCC Peripheral
Skill Group Task Summary
Half Hour Report

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

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Completed Tasks: Total. This field is incremented.

For Agent 2's skill group, this call affects the following fields:

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Total Queued. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: % Handled. This call is used in the calculation.

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Completed Tasks: Total. This field is incremented.

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Transfer In. This field is incremented.

For Agent 1's skill group, this call affects the following fields

perskg35: IPCC Peripheral
Skill Group Consolidated
Half Hour Report

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

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

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

For Agent 2's skill group, this call affects the following fields

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Total Queued. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: AHT. The handle time for this call is used in the calculation.

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