Cisco Cisco IP Contact Center Release 4.6.1 User Guide
3-27
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
agent22: Agent Task Summary Daily Report
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
Overview:
Subject
A table showing totals for incoming and outgoing call/task
counts and call/task treatments, gathered in day increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
counts and call/task treatments, gathered in day increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note
This report displays the same information as the
Agent21 report except that the data here is by day.
Agent21 report except that the data here is by day.
Purpose
To show agent daily activity for the selected time period.
Applicable environment IPCC and/or ICM
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain, skill
group, date
group, date
Drilldowns available
No
Schema database
tables
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group