User Guide

IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Task Time
Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
was in the Not Ready state during the half-hour interval. NotReadyTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Task Time
Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
was in the Reserved state during the half-hour interval. ReservedStateTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
Task Time
Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
spent in the Work Ready state during the half-hour interval. WorkReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf
Task Time
Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the 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
Task Time
Busy Other
The total time in HH:MM:SS (hours, minutes, 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
Task Time
Answer Wait
The sum of answer wait times for all tasks the agent begin during the interval.
For calls, the answer wait time is the total number of seconds that callers spent ringing
at the agent’s voice device before being answered by the agent during the half-hour
interval.
AnswerWaitTime is associated only with handled calls and internal calls received, which
are accounted for under the CallsHandledToHalf and InternalCallsReceivedToHalf
tables, respectively.
AnswerWaitTime for skill groups is calculated as follows: RingTime + NetworkTime +
LocalQTime (for standard ACDs) and NetQTime (for IPCC systems).
The AnswerWaitTime value is updated in the database at the time the call is answered.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf