Cisco Cisco E-Mail Manager Unity Integration Option 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 Skill Group Reports
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent State Times: Hold Time
The time, measured in HH:MM:SS (hours, minutes, seconds) format, when all tasks to
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
*Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for ICM routed call to arrive,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
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, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time the agent spent in the BusyOther state during the interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Report Summary
The total of all agent data for all agents in report.