Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
IPCC Agent Report Templates
agteam24: Agent Team Performance Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther State during the half-hour interval.
BusyOther State during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the given interval
during the given interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam24: Agent Team Performance Summary Daily Report
Overview:
Subject
A table summary of agent performance data for all the agents
within the selected agent team(s), gathered in day increments.
within the selected agent team(s), gathered in day increments.
Note: This report contains the same data as the Agteam23
report except that here the data is gathered by day rather than
by half-hour.
report except that here the data is gathered by day rather than
by half-hour.
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 team daily performance for the selected time
period.
period.
Applicable
environment
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
first name, and date and time
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group