Release Note

3-27
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
The information in the Agent State Summary Report (by Interval) is grouped by
30- or 60-minute intervals within the report period. The Agent State Summary
Report (by Agent) displays the same information grouped by agent. For more
information, see the
“Agent State Summary Report (by Agent)” section on
page 3-24.
The Agent State Summary Report (by Interval) can include this chart:
The Agent State Summary Report (by Interval) includes a table that shows the
following information for each agent:
Chart Name Description
Time Spent in Agent
State by Interval
For each time interval, displays the length of time spent in each agent state by
all agents.
Field Description
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
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.
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.
Ready Time Length and percentage of time that an agent spent in Ready state.
Reserved Time Length and percentage of time that an agent spent in Reserved state.
Talk Time Length and percentage of time that an agent spent in Talk state.
Work Time Length and percentage of time that an agent spent in Work state.