Cisco Cisco IP Contact Center Release 4.6.1 User Guide
IPCC Agent Report Templates
agtper21: Agent Peripheral Task Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Conference Out Tasks
Total Tasks
Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conference Out Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Agent Summary
The total data for each agent.
Report Summary
The Total of summary lines for all agent in the report.
agtper21: Agent Peripheral Task Summary Half Hour Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing each
agent's task activity, gathered in half-hour increments.
agent's task activity, 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.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent half-hour activity for all the agents connected to the
selected peripheral(s) during the selected time period.
selected peripheral(s) during the selected time period.
Applicable
environment
environment
IPCC and or standard ACD
Template type
Historical table
Sort order
By peripheral, then by agent's last name, first name, media routing
domain, and date and time
domain, and date and time