Cisco Cisco IPCC Web Option User Guide
3-158
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time the agent spent in the BusyOther state during the interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Report Summary
The total of all agent data for all agents in report.
agtskg25: Agent Skill Group Consolidated Half Hour 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 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.
time allocations, 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 activity and performance for the
selected time period.
selected time period.
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 template includes columns from both the Agent21 and the
Agent23 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.
Agent23 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, date, and time
group, date, and time
Drilldowns available
No