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Cisco Cisco Unified Intelligent Contact Management Software User Guide

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Agent Reports
agtper04: Agent Peripheral Task Detail Activity Report
% Wrap Up
The percentage of time that the agent spent in wrap up work as a part of all 
tasks counted as handled during the interval. An agent doing wrap-up work is 
either in the Work Ready or Work Not Ready state. This value is measured 
against the total time the agent was logged on during the interval.
Derived from: (sum(Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf - 
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf)) * 1.0 / 
sum(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.
Agent Summary
The totals of agent data for an agent during the specified interval.
Peripheral Summary
The totals of agent data for all agents in all media on the peripheral during the 
specified interval.
Report Summary
The totals of agent data for all agents in the report.