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Cisco Cisco IPCC Web Option Mode D'Emploi

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Agent Reports
agteam25: Agent Team Consolidated Half Hour Report
*Task Statistics: External Out
The number of external outgoing calls that the agent made from the ACD 
extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent Statistics: AHT
The average time spent by the agent in handling a task, measured in 
HH:MM:SS (hours,minutes,seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Agent Statistics: Avg Hold Time
The average hold time of a task handled by the agent, measured in HH:MM:SS 
(hours,minutes,seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent Statistics: Log On Time
The total time during the interval that the agent was logged on.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Statistics: Busy Other Time
The number of seconds that agents in the skill group spent in the BusyOther 
state. BusyOtherTime is included in the calculation of LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Agent Statistics: % Avail Time
The percentage of time that the agent spent in the Avail / Ready state in 
relation to LoggedOnTime. Applies to all Skill Groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Agent Statistics: % Not Ready Time
The percentage of time that the agent 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