Cisco Cisco IPCC Web Option User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

agteam04: Agent Task Detail Activity Report

You must enable reason code reporting by selecting the "agent event detail" check 
box in the ICM Configuration Manager's PG Explorer. 

Derived from: Agent_Logout.ReasonCode

The total log-on duration of all agents in the media routing domain.

The total log-on duration of all agent teams in the report.

agteam04: Agent Task Detail Activity Report

The name of the agent team.

Derived from: Agent_Team.EnterpriseName

Subject

A table of selected agent teams showing agent task detail 
activity on incoming, outgoing, and internal tasks, and callback 
messages, 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.

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 agent team half-hour activity for the selected time 
period.

Applicable 
environment

IPCC and/or standard ACD

Template type

Historical table

Default sort order

By agent team, agent last name, agent first name, and media 
routing domain

Drilldowns available

No

Schema database 
tables

Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group