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 Team Reports
Agent Team Summary
The total log-on duration of all agent teams in the report.
agteam04: Agent Task Detail Activity Report
Data:
Agent Team
The name of the agent team.
Derived from: Agent_Team.EnterpriseName
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent team's primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName
Derived from: Person.LastName + ', ' + Person.FirstName
Overview:
Subject
A table of selected agent teams showing agent task detail activity
on incoming, outgoing, and internal tasks, and callback
messages, gathered in half-hour increments.
on incoming, outgoing, and internal tasks, and callback
messages, gathered in half-hour increments.
Note
The report time must include the agent’s whole log-on
session to get accurate times for the tasks.
session to get accurate times for the tasks.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent team half-hour activity for the selected time
period.
period.
Applicable environment IPCC and/or ICM
Template type
Historical table
Default sort order
By agent team, agent last name, agent first name, and media
routing domain
routing domain
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group