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
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: % Busy Other
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Note: The agent state time percentages in the Media Summary row will only add up to 100% when
ALL of the skill groups for an agent have been selected.
When viewing a subset of an agent's skill
groups, the percentages may not balance.
Report Summary
The total of all agent data for all agents in report.
agtskg27: Agent Skill Group Historical All Fields Report
Overview:
Subject A table of all the agents in the selected skill groups listing all the available
agent historical report data for the selected interval.
Note This report is the same report as the Agent27 report except that this
report is first sorted by skill group rather than by agent.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media. In the following
descriptions, agent-dialed outbound calls or tasks are different from
Outbound Option calls that are program-dialed outbound calls. Only fields
specified as Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.