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 State Times: Hold Time
The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold, for calls which
included hold time.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Agent State Times: Hold %
The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or
interval, whichever is less, during the given interval.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the reserved state
waiting for Unified ICM routed task to arrive during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
Agent State Times: Reserved %
The percentage of time that the agent spent in Reserved state in relation to LoggedOnTime or
interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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 during 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 in relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged during the
given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified interval.