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: % Busy Other
The percentage of time that the agent has spent in
the Busy Other state in relation to
Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) for the interval.
Derived from:
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
Agent State Times: Total Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were
on hold or pa
used during the half-hour interval. HoldTime is included in the calculation
of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
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
interv
al.
Report Summary
The Total of summary lines for all agents in the report.
agtper26: Agent Peripheral Consolidated Daily Report
Overview:
Subject A table of all agents on the selected peripheral(s) showing each
age
nt's tasks and performance, gathered in day increments.
Note: Com
pleted 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.
This report displays the same data as the Agtper25 report, except
the data here is brok
en down by day instead of by half hour.
Fields applicable to a voice domain only are prefixed with an
asteris
k (*). Such fields are not applicable for e-mail or
collaboration media.