Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
IPCC Agent Report Templates
agtper27: Agent Peripheral Historical All Fields Report
2-
103
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: % Busy Other
The percentage of time that the agent has spent in the Busy Other state in relation to
Logged On Time.
Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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.
Report Summary
The Total of summary lines for all agent in the report.
agtper27: Agent Peripheral Historical All Fields Report
Overview:
Subject
A table of all the agents in the selected peripherals listing all the
available agent historical report data for the selected interval.
available agent historical report data for the selected interval.
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.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
Purpose
To show all the available agent-peripheral historical report data in
the Agent_Skill_Group_Half_Hour database table so that you can
select which data you want for a customized agent-peripheral
historical report.
the Agent_Skill_Group_Half_Hour database table so that you can
select which data you want for a customized agent-peripheral
historical report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If that
is not acceptable, you can also use a third-party tool to customize
your report.
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If that
is not acceptable, you can also use a third-party tool to customize
your report.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Historical table
Sort order
By peripheral, then by media routing domain, agent's last name,
first name, and date and time
first name, and date and time