Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
Agent By Team Reports
2 IPCC Agent Report Templates
2-
247
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agteam26: Agent Team Consolidated Daily Report
Overview:
Subject
A table summary of task and agent statistics for all the
agents within the selected agent team(s), gathered in day
increments.
Note: Completed tasks are all the tasks that completed
during the time shown (that is, on the row in the report).
This includes any tasks which began before the time frame
shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
This report contains the same data as the Agteam25 report
except that here the data is gathered by day rather than
by half-hour.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show both agent team daily activity and agent team
daily performance 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.
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
Drilldowns available
No
Schema database
tables
Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group