Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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

IPCC Agent Report Templates

agteam23: Agent Team Performance Summary Half Hour Report

agteam23: Agent Team Performance Summary Half Hour Report

The Enterprise Name of the agent team and the agent team ID.

Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID

The agent team's primary supervisor. If primary supervisor is not configured then 
Supervisor field can contain any of the configured secondary supervisors.

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

Overview:

Subject

A table summary of agent performance data for all the agents 
within the selected agent team(s), 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 team half-hour performance for the selected 
time period 

Applicable 
environment

IPCC and/or standard ACD

Template type

Historical table

Default sort order

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

Drilldowns available

No

Schema database 
tables

Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group