Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

agent21: Agent Task Summary Half Hour Report

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

(Applies only to non-voice media. For voice media, this field is not applicable)
This and the next two fields are the task ID of the task that caused this agent state 
change to occur.

Derived from: Agent_State_Trace.RouterCallKeyDay

(Applies only to non-voice media. For voice media, this field is not applicable)
This, the previous field, and the next are the task ID of the task that caused this agent 
state change to occur.

Derived from: Agent_State_Trace.RouterCallKey

(Applies only to non-voice media. For voice media, this field is not applicable)
This and the previous two fields are the task ID of the task that caused this agent state 
change to occur.

Derived from: Agent_State_Trace.RouterCallKeySequenceNumber

agent21: Agent Task Summary Half Hour Report

Overview:

Subject

A table of selected agents showing incoming and outgoing 
call/task counts and call/task treatments, gathered in half-hour 
increments.

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 half-hour activity for the selected time period. 

Applicable 
environment

IPCC and or standard ACD

Template type

Historical table

Default sort order

By agent last name, first name, media routing domain, skill 
group, date, and time

Drilldowns available

No

Schema database 
tables

Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group