Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Agent Reports
agtper26: Agent Peripheral Consolidated Daily Report
% Hold Time
The percentage of time that the agent has put a call on hold or paused a task
in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Avail
The percentage of time that the agent has spent in the Available/ Ready state
in relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% 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 calls to/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 the 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)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was
logged during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the
specified interval.