Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Team Reports
Data:
Agent Team
The Enterprise Name of the agent team and the agent team ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent teams' primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName
Derived from: Person.LastName + ', ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ', ' + Person.FirstName + Agent.SkillTargetID
Derived from: Person.LastName + ', ' + Person.FirstName + Agent.SkillTargetID
Purpose
To show both agent team daily activity and agent team daily performance
for the selected time period.
for the selected time period.
Note: This template includes columns from both the Agteam22 and the
Agteam24 reports for those supervisors that would prefer all the
information on one report and do not need the details provided by the
separate Task Summary and Performance Summary reports.
Agteam24 reports for those supervisors that would prefer all the
information on one report and do not need the details provided by the
separate Task Summary and Performance Summary reports.
Applicable environment
IPCC and or ICM
Template type
Historical table
Default sort order
By agent team, media routing domain, agent last name, agent first name,
and date and time
and date and time
Drilldowns available
No
Schema database tables
Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group