Cisco Cisco Unified Contact Center Enterprise 9.0(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 Team Reports

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)

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)

Agent State Times: % Busy Other

The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Media Summary

The totals of agent data for a media routing domain, in which the agent was logged
during the given 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.

agteam27: Agent Team Historical All Fields Report

Overview:

Subject

A table of all the agents in the selected teams listing all the
available agent historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.

Note

In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.