Cisco Cisco IP Contact Center Release 4.6.1 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
Agent State Times: % Busy Other
The percentage of time in the half hour interval that the agent has spent in the Busy
Other state in relation to Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Other state in relation to Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The field totals for each skill group.
Media Summary
The field totals for all skill groups in the media routing domain into which the agents
were logged during the given interval.
were logged during the given interval.
Report Summary
The field totals for all agents in the report.
agent26: Agent Consolidated Daily Report
See
, for an illustration of this report.
Overview:
Subject
Subject
A table of selected agents showing agent call statistics and agent
time allocations, gathered in day increments.
time allocations, gathered in day increments.
Note
Completed tasks are all the tasks which completed during
the time shown (that is, on the row in the report) and
includes any tasks or calls that began in a prior time
frame but completed in the selected time.
the time shown (that is, on the row in the report) and
includes any tasks or calls that began in a prior time
frame but completed in the selected time.
This is the same report as the Agent25 report except that
the data here is by day rather than by half-hour.
the data here is 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.
an asterisk (*). Such fields are not applicable for e-mail
or collaboration media.
Purpose
To show daily agent activity and performance for the selected
time period.
time period.
Note
This report includes columns from both the Agent22 and
the Agent24 reports for those supervisors that would
prefer all the information on one report and do not need
the details provided by the separate Call Summary and
Performance Summary reports.
the Agent24 reports for those supervisors that would
prefer all the information on one report and do not need
the details provided by the separate Call Summary and
Performance Summary reports.
Applicable environment ICM and/or IPCC
Template type
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain, skill
group, and date
group, and date