Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Agent By Team Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The time the agent spent in the Not Ready State in the half hour interval, measured in 
HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Half_Hour.NotReadyTimeToHalf

The time the agent spent in the Reserved state waiting for ICM routed call to arrive in 
the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf

The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour 
interval, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + 
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)

The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the 
BusyOther State in the half hour interval.

Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf

The totals of agent data for a media routing domain, in which the agent was logged in 
the half hour interval

The total agent data in the agent team.

The total agent data for all agent teams in the report.

agteam24: Agent Team Performance Summary Daily Report

Subject

A table summary of agent performance data for all the 

agents within the selected agent team(s), gathered in day 

increments.

Note: This report contains the same data as the Agteam23 

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.