Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide

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Agent Reports

agteam24: Agent Team Performance Summary Daily Report

The agent team's primary supervisor. If primary supervisor is not configured 

then Supervisor field can contain any of the configured secondary supervisors.
Derived from: Person.LastName + ' ' + Person.FirstName

The media routing domain into which the agent is logged for doing this type of 

task. This is the media routing domain associated with the Skill Group in which 

the agent worked when doing this task. 
Each media routing domain has its own skill groups. If an agent is logged into 

more than one media routing domain, then that agent also belongs to more 

than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName

The agent's last name and first name.
Derived from: Person.LastName + ' ' + Person.FirstName

Date (no label)

The date when the record was generated in MM/DD/YY (month, day, year) 

format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM routed tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks offered at the agents terminal or phone that were 

redirected to another location because of the agent's failure to respond. 
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf

The number of calls an agent made to the supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf