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Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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Agent Reports
agent23: Agent Performance Summary Half Hour Report
 
*% 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 interval, whichever 
is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Busy Other Time
The time the agent spent in the BusyOther State measured in HH:MM:SS 
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
% Busy Other
The percentage of time that the agent has spent in the BusyOther state in 
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Interrupt Time
The time in HH:MM:SS (hours, minutes, seconds) format that the agent spent 
in the interrupted state.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
% Interrupt
The percentage of time that the agent spent in the interrupted state in relation 
to LoggedOnTime or the selected interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf 
/Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain 
into which the agents were logged during the given interval.
Agent Summary
The total for each field for each agent.