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
DateTime
The date and time of the selected row's data in MM/DD/YYYY
(month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
FTE Agents Logged On (8 hr shift)
The FTE (full time equivalent) value for the number of agents logged on in the half hour
interval, for an 8 hour shift.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf / (3600 * 8)
LogOn Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for
the specified interval of the report.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
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 during the interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
R
eady state during the interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Tasks Completed: Incoming
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external calls that this
agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Total Duration of Completed Tasks Incoming Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively
working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsT
alkTimeToHalf
Total Duration of Completed Tasks Incoming Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent whil
e doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTime
ToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf