User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report
Agent Performance
Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Not Ready state during the half-hour interval. WorkNotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther state. BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Ans Wait
The sum of answer wait times in HH:MM:SS (hours, minutes, seconds) for all tasks that
this agent began during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
*Sup Assist
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
spent on supervisor-assisted calls during the half-hour interval. The value is updated in
the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Auto Out
Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by the agent in the skill group during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out
Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by the agent in the skill
group during the half-hour interval.
The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated
to the time the agent completes any after-call work for the call. The value is updated in
the database when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on AutoOut (predictive) calls during the half-hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf