Cisco Cisco IPCC Web 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
Agent State Times: % Not Ready
The percentage of time that the agent has spent in the Not Ready state in relation to
LoggedOnTime or the half hour interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
LoggedOnTime or the half hour interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved
The percentage of time that the agent has spent in Reserved state waiting for an ICM
routed task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
routed task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls to/from this skill group in relation to LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf)
outgoing calls to/from this skill group in relation to LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged in
the half hour interval
the half hour interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam26: Agent Team Consolidated Daily Report
See
for an illustration of this report.
Overview:
Subject
A table summary of task and agent statistics for all the agents
within the selected agent team(s), gathered in day increments.
within the selected agent team(s), gathered in day increments.
Note
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.
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 Agteam25 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.
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.