Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Agent By Agent Reports
2 IPCC Agent Report Templates
2-
15
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agent04: Agent Task Detail Activity Report
Overview:
Subject
A table of selected agents' activity on incoming tasks,
outgoing tasks, internal tasks, callback messages, and
wrap-up work, gathered in half-hour increments.
Note: the report time must include the agent’s whole
log-on session to get accurate times for the tasks.
Callback messages are relevant only for the Aspect ACD.
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 all the task activity for an agent(s) during a
given interval.
Applicable
environment
IPCC and/or ICM
Template type
Historical Table
Default sort order
By agent last name, first name, media routing domain,
and skill group
Drilldowns available
No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour