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 Peripheral Reports
*CB Messages
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
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.
Agent Summary
The totals of agent data for an agent during the specified interval.
Peripheral Summary
The totals of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Report Summary
The totals of agent data for all agents in the report.
agtper05: Agent Peripheral Task Detail Performance Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing the
number of tasks done by each agent during the given interval, the
average length of a task, and the percent of logged on time spent
on a particular type of task, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
number of tasks done by each agent during the given interval, the
average length of a task, and the percent of logged on time spent
on a particular type of task, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent half-hour performance for all the agents connected
to the selected peripheral(s) during the selected time period.
to the selected peripheral(s) during the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By media routing domain, peripheral, agent enterprise name, last
name, first name
name, first name
Drilldowns available
No
Schema database tables Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group