Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Agent By Team Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The totals of agent data for a media routing domain, in which the agent was logged 
during the given interval

The total agent data in the agent team.

The total agent data for all agent teams in the report.

agteam25: Agent Team Consolidated Half Hour Report

Subject

A table summary of task and Agent State Times for all the 

agents within the selected agent team(s), gathered in 

half-hour 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.

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 half-hour activity and agent team 

half-hour performance for the selected time period.

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