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 Performance Log On Time
The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the skill group was logged on
during the half-hour interval. This value is calculated as follows: TalkTimeToHalf +
WorkReadyTimeToHalf + HoldTimeToHalf + ReservedStateTimeToHalf +
InterruptedTimeToHalf +
BusyOtherTimeToHalf + NotActiveTimeToHalf +
NotReadyTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Performance Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were on hold or
paused during the half-hour interval. HoldTime is counted only while the agent is doing no other
task-related activity. HoldTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent Performance Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent Performance 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
Agent Performance Resvd 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
Agent Performance Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents 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
Agent Performance Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that 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