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
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Log On Duration
The total time during the interval the agent was logged in, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent has spent talking on calls in this skill group in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task in relation to
LoggedOnTime or in the half hour interval, whichever is less.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Half_Hour.LoggedOnTimeTimeToHalf
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_Half_Hour.AvailTimeToHalf/ Agent_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 in the half hour interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Half_Hour.NotReadyTimeToHalf/
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved
The percentage of time in the half hour interval that the agent has spent in Reserved state waiting
for a Unified 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)