Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Agent State Times: Reserved Time
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.
the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
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.
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther State in the half hour interval.
BusyOther State in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
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.
agteam24: Agent Team Performance Summary Daily Report
Overview:
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.