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
Logon Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the
specified interval of the report. When a session is complete, the following formula is used. When a
session is not complete, this field will be marked with an asterisk, and the duration will be
calculated with the same formula but with the last event in the time window, rather than with the
logout event.
Derived from: (Agent_Event_Detail.DateTime - Agent_Event_Detail.LoginDateTime)
Note If an agent is a part of multiple Media Routing Domains, this field displays the total logon
duration for all domains. This can be explained with the following example:

An agent X is a part of two Media Routing Domains: MRD1 and MRD2. In MRD1, the agent has
logged in twice for the duration 2:00:00 (HH:MM:SS) and 1:00:00 (HH:MM:SS). In MRD2, the
agent has logged in twice for the duration 4:00:00 (HH:MM:SS) and 3:00:00 (HH:MM:SS).


When you generate the Agent 30 report for agent X, the total logon duration for each Media Routing
Domain is the agent’s total duration in MRD1 and MRD2 (10:00:00). That is,


For MRD1,
Logon Duration = duration in (MRD1 + MRD2) = 10:00:00 (HH:MM:SS)
Logon Session = 4 

For MRD2,
Logon Duration = duration in (MRD1 + MRD2) = 10:00:00 (HH:MM:SS)
Logon Session = 4
Logon Sessions
The number of logon sessions that are summarized. It is calculated by the count of distinct login
times.
Derived from: COUNT(DISTINCT Agent_Event_Detail.LoginDateTime)
Reason Code
A code and text (if configured) from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Derived from: Reason_Code.ReasonCodeName (if reason code text is configured and)
Agent_Event_Detail.ReasonCode
Note The agent's desk settings and CTIOS registry settings need to be configured to display the reason
code. You can do this in the Configuration Manager's Agent Desk Settings List tool.
Duration
The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Not Ready
state for the given reason.
Derived from: Agent_Event_Detail.Duration