Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
2-21
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Agent Reports
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged during the given interval.
the agents were logged during the given interval.
Agent Summary
The total data for each agent.
Report Summary
The total data for all agents in report.
agent06: Agent State Trace Detail By Events Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ', ' + Person.FirstName
Derived from: Person.LastName + ', ' + Person.FirstName
Overview:
Subject
A table of agent states and task detail events for agents with agent state
trace enabled.
trace enabled.
The report displays data on the event that changed an agent's state, the
new agent state, and the reason for the state change.
new agent state, and the reason for the state change.
Purpose
To show detail on historical agent-state changes for the selected time
period.
period.
Note: The agent state trace data is not turned on by default. Turning it
on may have a negative effect on your system.
on may have a negative effect on your system.
• Use the ICM Configuration Manager to turn on this option.
• Enabling the Agent State Trace option causes the generation of a
large amount of historical data. It is recommended that you only enable
this option for a small subset of your agents and only for a limited
amount of time.
• Enabling the Agent State Trace option causes the generation of a
large amount of historical data. It is recommended that you only enable
this option for a small subset of your agents and only for a limited
amount of time.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain, and date and
time
time
Drilldowns available
No
Schema database tables
Agent
Person
Media_Routing_Domain
Agent_State_Trace