User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the BusyOther State
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Agent State Times: Busy Other %
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill Group Summary
The field totals for each skill group.
Media Summary
The field totals for the agent data for all skill groups in the media routing domain into which the
agents were logged during the given interval.
Report Summary
The field totals for all agents in the report.
agent25: Agent Consolidated Half Hour Report
See Agent25, page 10-7, for an illustration of this report.
Overview:
Subject A table of all agents in the selected skill groups showing each agent's
daily task statistic totals and agent time allocations, gathered in day
increments.
Note Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks
which began before the time frame shown. However, this does
not include tasks where the caller abandoned in the local ACD
queue.
This report contains the same data as the Agtskg25 report except that
here the data is gathered by day rather than by half hour.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show skill group activity and performance for the selected time
period.
Applicable environment Unified ICM, Unified CCE
Template type Historical table
Default sort order By last name, first name, media, skill group, and then by date and time