Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent by Peripheral Reports
Agent State Times: Active %
The percentage of time that the agent has spent in the Active state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
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.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or the current half hour interval, whichever is less.
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.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Available or Not Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent State Times: Not Active %
The percentage of time that the agent spent in the Available or Ready state in relation
to LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
to LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Not
Ready State measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Ready State measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Agent State Times: Not Ready %
The percentage of time that the agent has spent in the Not Ready state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Hold Time
The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold in
the half hour interval, for calls which included hold time.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
the half hour interval, for calls which included hold time.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Agent State Times: Hold %
The percentage of time that the agent was in the Hold/paused state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
reserved state waiting for ICM routed task to arrive in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
reserved state waiting for ICM routed task to arrive in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf