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)
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
% Logon Duration
The percent of the agent's total logon session that the agent spent in the Not Ready state for the
given reason.
Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime -
Agent_Event_Detail.LoginDateTime))
% Not Ready
The percentage of time an agent spent in each Not Ready state relative to the other Not Ready
states.
Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration for all not
ready reason codes))
Media Summary
The total for each field for each agent logged into the media routing domain during the given
interval.
Agent Summary
The total for each field for each agent.