Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent by Peripheral Reports
2 IPCC Agent Report Templates
Agent State Times: Hold %
The percentage of time that the agent was in the Hold/paused state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
reserved state waiting for ICM routed task to arrive in the half hour interval.
reserved state waiting for ICM routed task to arrive in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
Agent State Times: Reserved %
The percentage of time that the agent spent in Reserved state in relation to
LoggedOnTime or the current half hour interval, whichever is less.
LoggedOnTime or the current half hour interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Wrap Up Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up
on incoming and outgoing tasks in the half hour interval.
on incoming and outgoing tasks in the half hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Wrap Up %
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls in relation to LoggedOnTime or the current half hour interval, whichever
is less.
outgoing calls in relation to LoggedOnTime or the current half hour interval, whichever
is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged in
the half hour interval.
the half hour interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral in the half hour
interval.
interval.
Report Summary
The total of summary lines for all agents in the report.