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 Team Reports
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state during the half-hour interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Agent State Times: Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State
measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours, minutes,
seconds) format.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for Unified ICM routed call to arrive,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged during the
given interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.