Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

agent04: Agent Task Detail Activity Report

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

agent04: Agent Task Detail Activity Report

The last and first name of the agent.

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 skill group's enterprise name and skill target ID of the skill group 
associated with the task.

Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

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 standard ACD

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