Cisco Cisco IPCC Web 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
*Supv Assist
The number of tasks for which agents received supervisor assistance during the given
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged during the given interval.
the agents were logged during the given interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
agent23: Agent Performance Summary Half Hour Report
See
, for an illustration of this report.
Overview:
Subject
A table of selected agents showing logged on time, ASA, and
time allocations across all agent states, gathered in half-hour
increments.
time allocations across all agent states, gathered in half-hour
increments.
Purpose
To show agent half-hour performance for the selected time
period.
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, and time
group, date, and time