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Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports
agtper23: Agent Peripheral Performance Summary Half Hour Report
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf)
*Total Active %
The percentage of time that the agent has spent in the active state in relation 
to LoggedOnTime or interval, whichever is less.
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.LoggedOnTimeToHalf)
Total Hold Time
The total time that incoming and outgoing calls to/from this agent have been 
on hold and/or tasks have been paused by the agent, measured in HH:MM:SS 
(hours, minutes, seconds) format. Includes hold time associated with transfer 
and conference operations.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Total Hold %
The percentage of time that the agent has put a call on hold and/or paused a 
task in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Reserved Time
The total time agent spent in reserved state waiting for ICM routed call to 
arrive, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
*Reserved % 
The percentage of time that the agent has spent in Reserved state waiting for 
an ICM routed call in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Wrap Up Time
The total time spent in wrap-up on incoming and outgoing calls 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 the Wrap-Up state after an 
incoming or outgoing task in relation to LoggedOnTime or interval, whichever 
is less.