User Guide

4-119
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 Performance Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
Work Ready state in the half hour interval. WorkReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf
Agent Performance Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
Work Not Ready state in the half hour interval. WorkNotReadyTime is included in the calculation
of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the BusyOther state.
BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Ans Wait
The sum of answer wait times in HH:MM:SS (hours, minutes, seconds) for all tasks that this agent
began in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
NOTE: With the existence of a network VRU, in a Unified ICME deployment with an IPCC
System PG this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
*Sup Assist
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group spent on
supervisor-assisted calls in the half hour interval. The value is updated in the database when the
supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made by the
agent in the skill group in the half hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf