Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ‘ , ‘ + Person.FirstName
Derived from: Person.LastName + ‘ , ‘ + Person.FirstName
Media
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
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
Skill Group
The agent's skill group's enterprise name and skill target ID of the skill group
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_ Skill_Group_Half_Hour.DateTime
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_ Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the skill group in the half hour interval. The count for handled
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks received by skill group agents in the half hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group in the half hour interval. This value
is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note
For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.