Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Service Reports

persvc18: Gate Analysis Half Hour Report Template

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

agents for the service were logged onto their primary assignment gate (also 

referred to as the agent's primary position). 
The Rockwell Galaxy ACD allows agents to have primary, secondary, and 

tertiary assignments to a gate. In this context, a gate is similar to an ICM 

system skill group. For example, if several agents are logged on to their 

primary assignment gates and these gates, or skill groups, support a service 

in the report you are viewing, then these agents are counted under primary 

position manned.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf 

The percentage of time that agents for the peripheral service were in the Busy 

Other state during the half-hour interval.
Derived from: 
(Skill_Group_Half_Hour.LoggedOnTimeToHalf - 

Skill_Group_Half_Hour.AvailTimeToHalf) * 1.0 / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf

The percentage of time that agents for the service were in the Available state 

during the half-hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf * 1.0 / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf

The percentage of time that agents for the peripheral service were in the 

Active state during the half-hour interval.
Derived from: Service_Half_Hour.TalkTimeToHalf * 1.0 / 

Service_Half_Hour.LoggedOnTimeToHalf

The percentage of time that agents were involved in after-task work. 

After-task work includes post-task activities, such as completing paperwork or 

consulting with associates. Agents performing after-task work are either in the 

Work Ready or Work Not Ready state.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 

Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 

Skill_Group_Half_Hour.loggedOnTimeToHalf