Cisco Cisco IP Contact Center Release 4.6.2 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 Agent Reports
Agent State Times: Not Active %
The percentage of time that the agent spent in the Available or Ready state in relation
to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Half_Hour.AvailTimeToHalf /
Agent_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 during the half-hour interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Ready State measured during the half-hour interval.
Derived from: Agent_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 interval, whichever is less.
Derived from: (Agent_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Hold %
The percentage of time that the agent was in the Hold/paused state in relation to
LoggedOnTime or interval, whichever is less, during the given interval.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or interval, whichever is less, during the given interval.
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 during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
reserved state waiting for ICM routed task to arrive during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
Agent State Times: Reserved %
The percentage of time that the agent spent in Reserved state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or 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 during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
on incoming and outgoing tasks during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)