User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Agent Performance Resvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
w
as in the Reserved state during the half-hour interval. ReservedStateTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
Agent Performance Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Ready state during the half-hour interval. WorkReadyTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf
Agent Performance Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in th
e Work Not Ready state during the half-hour interval. WorkNotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Agent Performance 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
*Callback Msgs
The number of callback messages processed by the agent during th
e half-hour interval.
Not for Outbound Option callbacks.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback message
s during the half-hour interval. Not for Outbound Option callbacks.
Derived from: Agent_Skill_Group_Half_Hour
.CallbackMessagesTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls
made
by the agent in the skill group during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out Handle Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by the agent in the skill
group during the half-hour interval.
The AutoOutCallsTimeToHalf value includes the time spent fro
m the call being initiated
to the time the agent completes any after-call work for the call. The value is updated in
the database when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf