Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help

Agent Reports

agteam27: Agent Team Historical All Fields Report

The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName

The media routing domain into which the agent is logged. This is the media 

routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName

The agent teams' primary supervisor. If a primary supervisor is not 

configured, then the Supervisor field can contain any of the configured 

secondary supervisors.
Derived from: Person.LastName + ' ' + Person.FirstName

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

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of tasks begun during the half-hour interval. The number of tasks 

begun includes only handled tasks and internal calls received, which are 

tracked in the CallsHandledToHalf and InternalCallsReceivedToHalf fields, 

respectively. The count for CallsAnswered is updated in the database at the 

time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf

The total number of tasks handled by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalfT