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: % Reserved
The percentage of time that the agent has spent in Reserved state waiting for a Unified ICM routed
task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing
calls to/from this skill group in relation to LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) for the interval.
Derived from: 
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
Agent State Times: Total 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 included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
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.
Report Summary
The Total of summary lines for all agent in the report.