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Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide

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Agent Reports
agent04: Agent Task Detail Activity Report
*CB Messages
Avg Time
The average length in seconds for callback messages that were processed by 
the agent during the selected interval. Callback (CB) Messages are relevant 
only for the Aspect ACD.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
*CB Messages
% Time
The percentage of time spent by the agent on processing callback messages. 
Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) * 1.0 / 
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted 
as handled during the interval. An agent doing wrap-up work is either in the 
Work Ready or Work Not Ready state. This value is measured against the total 
time the agent was logged on during the half-hour interval.
Derived from: (sum(Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf - 
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf)) * 1.0 / 
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent Summary
Total data for agent.
Report Summary
Total data for all agents in report.