Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Agent Reports
Agent State Times: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task in
relation to LoggedOnTime or in the half hour interval, whichever is less.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Half_Hour.LoggedOnTimeTimeToHalf
relation to LoggedOnTime or in the half hour interval, whichever is less.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Half_Hour.LoggedOnTimeTimeToHalf
Agent State Times: % Not Active
The percentage of time that the agent has spent in the Not Active or Available state in
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Not Ready
The percentage of time that the agent has spent in the Not Ready state in relation to
LoggedOnTime or in the half hour interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or in the half hour interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved
The percentage of time in the half hour interval 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)
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)
Agent State Times: % Wrap Up
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
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
Agent State Times: % Busy Other
The percentage of time in the half hour interval that the agent has spent in the Busy
Other state in relation to Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Other state in relation to Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The field totals for each skill group.
Media Summary
The field totals for all skill groups in the media routing domain into which the agents
were logged during the given interval.
were logged during the given interval.
Report Summary
The field totals for all agents in the report.