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 Peripheral Skill Group Reports
Agent State Times: Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were
logged into this skill group.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the
half hour 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 the half hour 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 the half hour 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 have spent on hold in relation to LoggedOnTime or the half
hour interval, whichever is less.
Derive from: Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Wrap Time
The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in
relation to LoggedOnTime or the half hour 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 have spent in BusyOther state in relation to LoggedOnTime or
the half hour interval, whichever is less.
Derive from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf