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: % Hold Time

The percentage of time that the agent has put a call on hold or paused a task in relation to

LoggedOnTime or the half hour interval, whichever is less.

Derived from:

Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeTimeToHalf

Agent State Times: % Not Active

The percentage of time that the agent has spent in the Not Active or Available state in relation to

LoggedOnTime. Applies to all skill groups.

Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /

Agent_Half_Hour.LoggedOnTimeToHalf)

Agent State Times: % Not Ready

The percentage of time that the agent has spent in the Not Ready state in relation to

LoggedOnTime or the half hour interval, whichever is less. Applies to all skill groups.

Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /

Agent_Half_Hour.LoggedOnTimeToHalf)

Agent State Times: % Reserved

The percentage of time that the agent has spent in Reserved state waiting for a Unified ICM routed

task from this skill group in relation to LoggedOnTime.

Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /

Agent_Half_Hour.LoggedOnTimeToHalf)

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_Half_Hour.LoggedOnTimeToHalf)

Media Summary

The totals of agent data for a media routing domain, in which the agent was logged in the half hour