Cisco Cisco IPCC Web Option User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Skill Group Reports

2      IPCC Agent Report Templates

The percentage of time that the agent has spent in the Not Ready state in relation to 
LoggedOnTime or the half hour interval, whichever is less. Applies to all skill groups.

Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agent has spent in Reserved state waiting for an ICM 
routed task from this skill group in relation to LoggedOnTime.

Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agent has spent in Wrap-up state after an incoming or 
outgoing calls to/from this skill group in relation to LoggedOnTime.

Derived from:((Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf + 
Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf ) / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The percentage of time that the agent has spent in the BusyOther state in relation to 
LoggedOnTime.

Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total of all agent data for all agents in the skill group.

The total of all agent data for each media routing domain.

Note: The agent state time percentages in the Media Summary row will only add up to 
100% when ALL of the skill groups for an agent have been selected.  When viewing a 
subset of an agent's skill groups, the percentages may not balance.

The total of all agent data for all agents in report.