Manualsbrain.com
  1. Manuals
  2. Brands
  3. Cisco
  4. Cisco Unified Contact Center Enterprise 9.0(1)
  5. User Guide

Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

Download
Page of 710
3-216
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3      Agent Report Templates
Agent By Team Reports
Data:
Agent Team
The Enterprise Name of the agent team and the agent team ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent team's primary supervisor. 
Derived from: Person.LastName + ' ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task.  
Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name 
The agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ', ' + Person.FirstName + Agent.SkillTargetID
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT 
The average time spent by the agent in handling a task, measured in HH:MM:SS 
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Drilldowns available
No
Schema database tables Agent 
Agent_Skill_Group_Half_Hour 
Agent_Team 
Agent_Team_Member 
Person 
Media_Routing_Domain 
Skill_Group