Cisco Cisco Unified Intelligent Contact Management Software 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 Team Reports
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
FTE Agents Logged On (8 hr shift)
The FTE (full time equivalent) value for the number of agents logged on in the half hour
interval, for an 8 hour shift.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf / (3600 * 8)
interval, for an 8 hour shift.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf / (3600 * 8)
LogOn Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for the specified interval of the report.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
for the specified interval of the report.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
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 interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Available or Not Active state during the interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
Ready state during the interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Ready state during the interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Tasks Completed: Incoming
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external calls that this agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Total Duration of Completed Tasks Incoming Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Total Duration of Completed Tasks Incoming Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf