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
Aban Ring
The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's
extension
before abandoning and/or the number of seconds that tasks were in the
Reserved state before being abandoned.
RingTime includes the seconds that the call spent ringing at an
agents phone before
being answered. The value is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour
.AbandonRingTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
A
vailable or Not Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
R
eady state in the half hour interval. NotReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Resvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the
R
eserved state in 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 in 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 Ti
me
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the W
ork Not Ready state in the half hour interval. WorkNotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Bu
syOther state. BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf