Cisco Cisco IP Contact Center Release 4.6.1 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: Reserved %
The percentage of time that the agent spent in Reserved state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Wrap Up Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up
on incoming and outgoing tasks in the half hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
on incoming and outgoing tasks in the half hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Wrap Up %
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls in relation to LoggedOnTime or the current half hour interval, whichever
is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
outgoing calls in relation to LoggedOnTime or the current half hour interval, whichever
is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
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 in
the half hour interval.
the half hour interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral in the half hour
interval.
interval.
Report Summary
The total of summary lines for all agents in the report.
agtper24: Agent Peripheral Performance Summary Daily Report
Overview:
Subject
A table of all agents on the selected peripheral(s)
showing each agent's performance summary data
(logged on time, ASA, and time allocations across all
agent states), gathered in day increments.
Note: This report displays the same data as the
Agtper23 report, except the data here is broken down by
day instead of by half hour.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail
or collaboration media.
showing each agent's performance summary data
(logged on time, ASA, and time allocations across all
agent states), gathered in day increments.
Note: This report displays the same data as the
Agtper23 report, except the data here is broken down by
day instead of by half hour.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail
or collaboration media.
Purpose
To show agent daily performance for all the agents
connected to the selected peripheral(s) during the
selected time period.
connected to the selected peripheral(s) during the
selected time period.