Cisco Cisco IPCC Web Option User Guide
6-13
ICM WebView Online Help
Agent Reports
agent04: Agent Task Detail Activity Report
agent04: Agent Task Detail Activity Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Derived from: Person.LastName + Person.FirstName
Media
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
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
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Title
The name you give it when you save the report
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.
Callback messages are relevant only for the Aspect ACD.
Fields applicable to a voice domain only are prefixed with an
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 standard ACD
Template type
Historical Table
Default sort order
By agent last name, first name, and media routing domain
Drilldowns available
No
Schema databse
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Skill_Group_Member
Agent_Half_Hour