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 Team Reports
Media
The media routing domain into which the agent is logged in. This is the media routing
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last and first name.
Derived from: Person.LastName, Person.FirstName
Derived from: Person.LastName, Person.FirstName
LogOn Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
in the half hour interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
in the half hour interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
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_Half_Hour.AvailTimeToHalf
Available or Not Active state in the half hour interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
Ready state in the half hour interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Ready state in the half hour interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Tasks Completed: Incoming
The number of incoming tasks handled by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external tasks that this agent made in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Total Duration of Completed Tasks Incoming Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Total Duration of Completed Tasks Incoming Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf