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 Peripheral Reports
Agent State Times: Wrap Up %
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls in
relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
Report Summary
The total of summary lines for all agents in the report.
agtper25: Agent Peripheral Consolidated Half Hour Report Template
See Agtper25, page 10-11 for an illustration of this report.
Overview:
Subject A table of all agents on the selected peripheral(s) showing each
agent's tasks an
d performance, gathered in half-hour
increments.
Note Completed tasks are all the tasks that completed during
the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame
shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show agent half-hour activity and performance for all the
agents conn
ected to the selected peripheral(s) during the
selected time period.
Applicable environment ICM and/or IPCC
Tem pl ate typ e Historical table