Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

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Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the calculation.

For Agent 1's skill group, this call affects the following fields:

perskg31: IPCC
Peripheral Skill Group

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Completed Tasks: Handled. This field is incremented.

Task Summary Half
Hour Report

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Completed Tasks: % Handled. This call is used in the calculation.

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Completed Tasks: Total. This field is incremented.

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Transfer Out. This field is incremented.

For Agent 2's skill group 2, this call affects the following fields:

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: % Handled. This call is used in the calculation.

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Completed Tasks: Total. This field is incremented.

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Transfer In. This field is incremented.

For Agent 1's skill group 1, this call affects the following fields

perskg35: IPCC
Peripheral Skill Group

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Completed Tasks: Handled. This field is incremented.

Consolidated Half Hour
Report

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: AHT. The handle time for this call is used in the calculation.

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Transfer Out. This field is incremented.

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Completed Tasks: Avg Active Time. The agent's active time for this call is used in the
calculation.

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Agent State Times: Active Time. The active time for this call is included in this value.

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Agent State Times: % Active Time. The agent's active time for this call is used in the
calculation.

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Agent State Times: % Reserved Time. The agent's reserved time for this call is used in the
calculation.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)