User Guide

IPCC Agent Report Templates agtskg26: Agent Skill Group Consolidated Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: % Not Active
The percentage of time that the agent has spent in the Not Active or Available 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 State Times: % 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. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved
The percentage of time that the agent has spent in Reserved state waiting for an ICM
routed task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls to/from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf ) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Busy Other
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Note: The agent state time percentages in the Media Summary row will only add up to
100% when ALL of the skill groups for an agent have been selected. When viewing a
subset of an agent's skill groups, the percentages may not balance.
Report Summary
The total of all agent data for all agents in report.