Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-24
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
You can filter the Agent State Detail Report by any of these parameters:
Agent State Summary Report (by Agent)
The Agent State Summary Report (by Agent) shows, for each agent specified, the
length and percentage of time that the agent spent in each of the following agent
states: Not Ready, Ready, Reserved, Talk, and Work. This report also shows the
total length of time that each agent was logged in. The Agent State Summary
Report (by Agent) can show information for each 30-minute or 60-minute interval
within the report period. In this case, the report will include a summary line for
each agent that shows the length and percentage of time that the agent spent in
each of the agent states during the report period.
The information in the Agent State Summary Report (by Agent) is grouped by
agent. The Agent State Summary Report (by Interval) displays the same
information grouped by interval. For more information, see the
“Agent State
Summary Report (by Interval)” section on page 3-26.
The Agent State Summary Report (by Agent) can include this chart:
Sort Criterion Result
Agent Name Displays the report in alphabetical order by the names of agents then by the date
and time that an agent went to another state.
Filter Parameter Result
Resource Group
Names
Displays information for agents who belong to the specified resource groups.
Agent Names Displays information for the specified agents.
Skill Names Displays information for agents who possess the specified skills.
Team Names Displays information for agents who belong to the selected teams.
Chart Name Description
Time Spent in Agent
State by Agent
For each agent, displays the length of time spent in each agent state.