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Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports
agteam26: Agent Team Consolidated Daily Report
 
*Agent Statistics: % Not Ready Time
The percentage of time that the agent spent in the Not Ready state in relation 
to LoggedOnTime or interval, whichever is less.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Statistics: % Active Time
The percentage of time that the agent spent in the Active state in this skill 
group in relation to LoggedOnTime.
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)
Agent Statistics: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task 
in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Agent Statistics: % Reserved Time
The percentage of time that the agent spent in the 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)
*Agent Statistics: % Wrap Up Time
The percentage of time that the agent spent in the Wrap Up state after an 
incoming or outgoing calls in relation to LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent Statistics: % Busy Other Time
The percentage of time that the agent spent in the Busy Other state in relation 
to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for a media routing domain, in which the agent was 
logged during the given interval
Agent Team Summary
The total agent data in the agent team.