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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 7      Outbound Option (Blended Agent) Reports
Outbound Option Historical Reports
Agent Time In Campaign: Wrap Up
The percentage of time that agents have spent in Wrap-up state after incoming or 
outgoing calls in ne of the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ 
(Skill_Group_Half_Hour.LoggedOnTimeToHalf- Skill_Group_Half_Hour. 
BusyOtherTimeToHalf - Skill_Group_Half_Hour.NotReadyTimeToHalf)
Agent Time In Campaign: Idle
The percentage of time the agents were available in one of the campaign's skill group; 
but not working.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf + 
Skill_Group_Half_Hour.TalkReserveTimeToHalf + 
Skill_Group_Half_Hour.AvailTimeToHalf)/ 
(Skill_Group_Half_Hour.LoggedOnTimeToHalf- Skill_Group_Half_Hour. 
BusyOtherTimeToHalf - Skill_Group_Half_Hour.NotReadyTimeToHalf)
Agent Statistics: Connects/ FTE Agent Hour
The FTE value for number of calls of agents the half hour interval for the campaign's 
skill groups.
Derived from: (Skill_Group_Half_Hour.AutoOutCallsToHalf + 
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour. 
PreviewCallsToHalf) * 3600/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf - 
Skill_Group_Half_Hour.BusyOtherTimeToHalf - 
Skill_Group_Half_Hour.NotReadyTimeToHalf, 0)
Agent Statistics: Time between Agent Connects
The average time in seconds between the connecting customer calls to the agents.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf + 
Skill_Group_Half_Hour.TalkReserveTimeToHalf + 
Skill_Group_Half_Hour.AvailTimeToHalf)/ (Skill_Group_Half_Hour.AutoOutCallsToHalf + 
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour. 
PreviewCallsToHalf) 
Completed Calls: Agent Connects
The number of calls (outbound and inbound) handled per agent for the campaign's skill 
groups.
Derived from: (Skill_Group_Half_Hour.AutoOutCallsToHalf + 
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour. 
PreviewCallsToHalf)
Completed Calls: Not Connected 
The number of customer calls that were not connected to any agent or device.
This includes calls which were abandoned by the dialer or abandoned to IVR (includes 
inbound and outbound calls) and resulted in customer abandon in queue or routing 
script error.
Derived from: Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 
Skill_Group_Half_Hour.RouterErrorToHalf + 
Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf + 
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf