Technical References

Workforce Management Reports Reference Guide
40 June 15, 2012
Average Not Ready
Time
The average amount of time the agent is in the Not
Ready state.
Average Quality Score The average quality score of calls the agent completed
during the period. The quality scores come from calls
that are evaluated using Cisco Quality Management.
Average quality score = A ÷ B
Where:
A = Sum of the overall quality scores for evaluated calls
the agent completed during the period
B = Total evaluated calls the agent completed during the
period
Average Ready Time The average amount of time the agent is in the Ready
state.
Average Speed of
Answer
The average amount of time it takes a called queued to
the service to be answered by an agent.
Average speed of answer = A ÷ B
Where:
A = Queue time of calls that were answered during the
period. Queue time includes the time from when the ACD
queued the call to the service until when the agent
answered the call.
B = Number of calls for the service that were answered
during the period.
Average Talk Time The average talk time during the interval.
Average talk time = A ÷ B
A = Talk time for ACD calls completed during the interval
B = Number of ACD calls completed during the interval
Average Work Time The average after-call work time during the interval.
Average work = A ÷ B
A = After-call work time for ACD calls completed during
the interval
B = Number of ACD calls completed during the interval
Break Amount of break time scheduled for the agent for the
interval.
Field Definition