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: Wrap Up Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on
incoming and outgoing tasks in the half hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
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 in the half hour interval that the agent has spent in the Busy Other state in
relation to Logged On Time.
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 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.