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Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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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 Peripheral Reports
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
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 the current 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_Skill_Group_Half_Hour.AvailTimeToHalf / 
Agent_Skill_Group_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 the current 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)
Agent State Times: % Reserved
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)
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
Agent State Times: % Busy Other
The percentage of time 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)
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) for the interval. 
Derived from:  
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)