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
agteam25: Agent Team Consolidated Half Hour Report
Data:
Agent Team
The Enterprise Name of the agent team and the agent team ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent teams' primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName
Derived from: Person.LastName + ', ' + Person.FirstName
Overview:
Subject
A table summary of task and Agent State Times for all the agents
within the selected agent team(s), gathered in half-hour
increments.
within the selected agent team(s), gathered in half-hour
increments.
Note
Completed tasks are all the tasks that completed during the
time shown (that is, on the row in the report). This includes
any tasks which began before the time frame shown.
However, this does not include tasks where the caller
abandoned in the local ACD queue.
time shown (that is, on the row in the report). This includes
any tasks which began before the time frame shown.
However, this does not include tasks where the caller
abandoned in the local ACD queue.
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 both agent team half-hour activity and agent team
half-hour performance for the selected time period.
half-hour performance for the selected time period.
Applicable environment
IPCC and or ICM
Template type
Historical table
Default sort order
By agent team, media routing domain, agent last name, agent first
name, and date and time
name, and date and time
Drilldowns available
No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group