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 Peripheral Reports
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ‘,’ + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Log On Duration
The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was logged on
during the selected interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Available In MRD Time
The time in hours, minutes, seconds (HH:MM:SS) format that the agent was available in this
media routing domain.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
Tasks Handled Tota l Tasks
The total number of inbound tasks handled by the agent during the selected interval. This value is
updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled Avg Time
Average Handle Time. The average length of an incoming task handled by the agent during the
selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted as handled during the
interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state. This
value is measured against the total time the agent was logged on during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the time sequence of
the report)