Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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ICM WebView Online Help
Agent Reports
agent25: Agent Consolidated Half Hour Report
% Not Ready
The percentage of time that the agent has spent in the Not Ready state in
relation to LoggedOnTime or interval, whichever is less. Applies to all skill
groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% 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 /
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an
incoming or outgoing tasks to or from this skill group in relation to
LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Derived from: ((Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf ) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Busy Other
The percentage of time that the agent has spent in tthe BusyOther state in
relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
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.