Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agent24: Agent Performance Summary Daily Report

*Wrap Up Time

The total time that the agent spent in wrap-up on incoming and outgoing tasks

measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +

Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf)

*% Wrap Up

The percentage of time that the agent has spent in Wrap-up state after an

incoming or outgoing calls in relation to LoggedOnTime or interval, whichever

is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +

Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Busy Other Time

The time the agent spent in the BusyOther State measured in HH:MM:SS

(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf

% Busy Other

The percentage of time that the agent has spent in the BusyOther state in

relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

Interrupt Time

The time in HH:MM:SS (hours, minutes, seconds) format that the agent spent

in the interrupted state.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf

% Interrupt

The percentage of time that the agent spent in the interrupted state in relation

to LoggedOnTime or the selected interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf

/Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Skill Group Summary

The total for each field for each skill group.

Media Summary

The totals for the agent data for all skill groups in the media routing domain

into which the agents were logged during the given interval.

Agent Summary

The total for each field for each agent.