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 Team Reports
Task Time
Aban While Offer
The total ring time associated with ACD calls that were abandoned while offered to the
agent and/or the time paused tasks were ended by the agent.
RingTime includes the seconds that the call spent ringing at an
agents phone before
being answered. RingTime is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour
.AbandonRingTimeToHalf
Task Time
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
Task Time
Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
was 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
Task Time
Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
w
as 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
Task Time
Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent 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
Task Time
Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that
the 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
Task Time
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