User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agent27: Agent Historical All Fields Report
Agent Performance
Resvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
was in the Reserved state during the half-hour interval. ReservedStateTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
Agent Performance
Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Ready state during the half-hour interval. WorkReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf
Agent Performance
Work Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Not Ready state during the half-hour interval. WorkNotReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Agent Performance
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the BusyOther state. BusyOtherTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Callback
Msgs
The number of callback messages processed by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback
Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*Auto Out
Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by the agent in the skill group during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf