Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide
2-
250
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
Agent State Times: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task in
relation to LoggedOnTime or interval, whichever is less.
relation to LoggedOnTime or interval, whichever is less.
Derived:
Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeTimeT
oHalf
Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeTimeT
oHalf
Agent State Times: % Not Active
The percentage of time that the agent has spent in the Not Active or Available state in
relation to LoggedOnTime. Applies to all skill groups.
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Not Ready
The percentage of time that the agent has spent in the Not Ready state in relation to
LoggedOnTime or interval, whichever is less. Applies to all skill groups.
LoggedOnTime or interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
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.
routed task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
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.
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_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.
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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
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.