Cisco Cisco IPCC Web Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agteam25: Agent Team Consolidated Half Hour Report
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for ICM routed call to arrive,
measured in HH:MM:SS (hours, minutes, seconds) format.
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther State during the half-hour interval.
BusyOther State during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the given interval
during the given interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam25: Agent Team Consolidated Half Hour Report
Overview:
Subject
A table summary of task and Agent State Times for all the
agents within the selected agent team(s), gathered in half-hour
increments.
agents within the selected agent team(s), gathered in half-hour
increments.
Note: Completed tasks are all the tasks all tasks that
completed during the time shown (that is, on the row in the
report). This includes any tasks which began before the time
frame shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
completed during the time shown (that is, on the row in the
report). This includes any tasks which began before the time
frame shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.