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 Skill Group Reports
Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) format that agent was logged on during the
interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Available in MRD
The length of time in HH:MM:SS (hours, minutes, seconds) that the agent was available in the
media routing domain to accept more tasks.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
Tasks Handled: Total Tasks
The total number of inbound tasks handled by the agent during the interval. This value is
incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for incoming tasks
handled by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled: % Time
The percentage of all tasks handled by the agent for the period that were incoming tasks.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Up
The percentage of Log On duration that the agent spent in wrap-up in this skill group 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 interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the time
sequence of the report)
*External Out Tasks: Total Tasks
The total number of completed outbound tasks made by the agent during the interval. The value is
incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf