Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent by Peripheral Reports
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.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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 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.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
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 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.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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)
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.
agtper24: Agent Peripheral Performance Summary Daily Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing each
agent's performance summary data (logged on time, ASA, and
time allocations across all agent states), gathered in day
increments.
agent's performance summary data (logged on time, ASA, and
time allocations across all agent states), gathered in day
increments.
Note: This report displays the same data as the Agtper23 report,
except the data here is broken down by day instead of by half
hour.
except the data here is broken down by day instead of 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.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent daily performance for all the agents connected to
the selected peripheral(s) during the selected time period.
the selected peripheral(s) during the selected time period.