Release Note

3-25
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
The Agent State Summary Report (by Agent) includes a table that shows the
following information for each agent:
Field Description
Agent Name First name and last name of the agent.
Extension The last active Unified CCX extension that the Unified CM assigned to the agent
during the report period.
Interval Start Time,
Interval End Time
Beginning date and time and ending date and time of each 30- or 60-minute
interval within the report period, if you specify an interval with the Interval
Length filter parameter. Otherwise, the beginning date and time and ending date
and time of the report range.
Total Logged-in
Time
Total time that the agent was logged in to the Unified CCX system during the
interval.
Not Ready Time Length and percentage of time that an agent spent in Not Ready state during the
interval.
Ready Time Length and percentage of time that an agent spent in Ready state during the
interval.
Reserved Time Length and percentage of time that an agent spent in Reserved state during the
interval.
Talk Time Length and percentage of time that an agent spent in Talk state during the
interval.
Work Time Length and percentage of time that an agent spent in Work state during the
interval.
Summary For each agent in the report range, total logged-in time, total and percentage not
ready time, total and percentage ready time, total and percentage reserved time,
total and percentage talk time, and total and percentage work time.
Grand Total Total information for all agents during the report period. Includes total
logged-in time, total and percentage not ready time, total and percentage ready
time, total and percentage reserved time, total and percentage talk time, and total
and percentage work time.