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Cisco Cisco IPCC Web Option Mode D'Emploi

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Agent Reports
agtper23: Agent Peripheral Performance Summary Half Hour Report
 
Agent Name 
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
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
Log On Duration
The total time period the agent was logged in measured in HH:MM:SS (hours, 
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
ASA
The average speed of answer for calls to this agent during the time period.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
Available Time
The total time spent in available state waiting for a task measured in 
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Available % 
The percentage of time that the agent has spent in the Available state in 
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Not Ready Time
The total Time the agent spent in the Not Ready State measured in HH:MM:SS 
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
*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.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Total Active Time
The total time spent talking on incoming and outgoing calls measured in 
HH:MM:SS (hours, minutes, seconds). Includes hold time.