User Guide

8-60
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 8 Outbound Option (Blended Agent) Reports
Outbound Option Historical Reports
Agent Time In Campaign: FTE
The FTE value for the agents logged in and skilled for the campaign and not working in other skill
groups (or not ready) in the half hour interval.
If all agents spend full-time on the campaign's skill during the half hour interval, the FTE is the
number of agents.
Derived from: (Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.BusyOtherTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf)/1800
Agent Time In Campaign: Talk
The time that the agent spent in one of the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf -
Skill_Group_Half_Hour.TalkReserveTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf - Skill_Group_Half_Hour.
BusyOtherTimeToHalf - Skill_Group_Half_Hour.NotReadyTimeToHalf)
Agent Time In Campaign: Wrap Up
The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in
ne of the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf- Skill_Group_Half_Hour. BusyOtherTimeToHalf
- Skill_Group_Half_Hour.NotReadyTimeToHalf)
Agent Time In Campaign: Idle
The percentage of time the agents were available in one of the campaign's skill group; but not
working.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf +
Skill_Group_Half_Hour.TalkReserveTimeToHalf + Skill_Group_Half_Hour.AvailTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf- Skill_Group_Half_Hour. BusyOtherTimeToHalf
- Skill_Group_Half_Hour.NotReadyTimeToHalf)
Agent Statistics: Connects/ FTE Agent Hour
The FTE value for number of calls of agents the half hour interval for the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.AutoOutCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour. PreviewCallsToHalf) *
3600/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.BusyOtherTimeToHalf - Skill_Group_Half_Hour.NotReadyTimeToHalf,
0)