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
Task Time: 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
Task Time: Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent 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
Task Time: Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the 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
Task Time: 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
Task Time: Answer Wait
The sum of answer wait times for all tasks the agent begin during the interval.
For calls, the answer wait time is the total number of seconds that callers spent ringing at the
agent’s voice device before being answered by the agent in the half hour interval.
AnswerWaitTime is associated only with handled calls and internal calls received, which are
accounted for under the CallsHandledToHalf and InternalCallsReceivedToHalf tables,
respectively.
AnswerWaitTime for skill groups is calculated as follows: RingTime + NetworkTime +
LocalQTime (for Unified ICM systems) and NetQTime (for Unified CCE systems).
The AnswerWaitTime value is updated in the database at the time the call is answered.
Note With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG
this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Task Time: Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to another location
because of no answer at the agent's terminal.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf