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
Agent Performance Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the W
ork 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 Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Not Ready state in 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 in th
e half hour interval.
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 in the half hour interval.
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 in 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 in the half hour interval.
The AutoOutCallsTimeToHalf value includes the time spent from 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