Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold for the agent skill group in the half hour interval.
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
NOTE: In the following summaries, the summary for FTE Agents Logged On is for an 8
hour shift. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
hour shift. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Agent Team Media Summary
The agent team total for the media routing domain during the given interval.
Media Summary
The total for each field for each agent logged into the media routing domain during the
given interval.
given interval.
Report Summary
The total for all fields for all agents in the report.
agteam36: Agent Team Incoming/Outgoing Task Durations Daily
Overview:
Subject
Table of task durations for incoming and outgoing tasks
handled by agent teams by day.
NOTE: In the following descriptions, agent-dialed
outbound calls or tasks are different from Outbound Option
calls that are program-dialed outbound calls.
Purpose
This report provides information on inbound and outbound
task counts, average durations, and total duration
aggregated for the individually selected teams.
Applicable
environment
ICM and IPCC
Template type
Historical Table
Default sort order
Agent Team¸ Media, Agent Name and Datetime
Drilldowns available
No
Schema database
tables
Person, Agent, Agent_Skill_Group_Half_Hour,
Agent_Half_Hour, Media_Routing_Domain,
Agent_Team_Member and Agent_Team