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 Performance Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the
Not Ready state in the half hour interval. NotReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Agent Performance Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the
Reserved state in the half hour interval. ReservedStateTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
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
Agent Performance Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
BusyOther state. BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Callback Msgs
The number of callback messages processed by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback
messages in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*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