Cisco Cisco IPCC Web Option User Guide

The percentage of time that the agent has spent in Wrap-up state after an incoming or 
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the 
BusyOther State during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf

The percentage of time that the agent has spent in the BusyOther state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The field totals for each skill group.

The field totals for the agent data for all skill groups in the media routing domain into 
which the agents were logged during the given interval.

The field totals for all agents in the report.

See 

, for an illustration of this report.

Overview:
Subject

A table of all agents in the selected skill groups showing each 
agent's daily task statistic totals and agent time allocations, 
gathered in day increments.

Completed tasks are all the tasks that completed during 
the time shown (that is, on the row in the report). This 
includes any tasks which began before the time frame 
shown. However, this does not include tasks where the 
caller abandoned in the local ACD queue.

This report contains the same data as the Agtskg25 report except 
that here the data is gathered by day rather than 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 skill group activity and performance for the selected 
time period.