User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or
interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that agents spent working on incoming tasks or talking on calls in relation
to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or
interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in
relation to LoggedOnTime or interval, whichever is less.
Derived from: 
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % BusyOther Time
The percentage of time that agents spent working on Busy Other time in relation to LoggedOnTime
or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime
or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)