User Guide

3-215
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for ICM routed call to arrive in
the half
hour interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Bu
syOther State in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged in
the half
hour interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam24: Agent Team Performance Summary Daily Report
See Agteam24, page 10-18 for an illustration of this report.
Overview:
Subject A table summary of agent performance data for all the agents
within the selected agent
team(s), gathered in day increments.
Note: This
report contains the same data as the Agteam23 report
except that here the data is gathered by day rather than by
half-hour.
Fields applicable to a voice domain only are prefix
ed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show agent team daily perfo
rmance for the selected time
period.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical table
Default sort order By agent team, media routing domain, agent last name, agent
first name, and date
and time