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 Skill Group Reports
*Task Treatment Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment Whisper
The number of calls coached by the supervisor
(not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment Emergency
(IPCC only) The number of emergency assist requests made ei
ther by the agent or by
the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Agent Performance Log On Time
The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the
skill group
was logged on in the half hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf +
WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf +
ReservedStateTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Performance Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were
on hold or paused in the half hour interval. HoldTime is counted only while the agent is
doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent Performance 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
Agent Performance Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
w
as in the Not Ready state in the half hour interval. NotReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Agent Performance Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
was in the Reserved state in the half hour interval. ReservedStateTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf