Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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 Peripheral Reports
Logout DateTime
The date and time that the agent logged out.
Derived from: Agent_Logout.LogoutDateTime
Derived from: Agent_Logout.LogoutDateTime
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Derived from: Agent_Logout.ReasonCode
change. If not defined, this displays 0.
Derived from: Agent_Logout.ReasonCode
Note
•
The agent's CTIOS desk settings and CTIOS registry settings need to be configured to
display the reason code. You can do this in the ICM Configuration Manager's Agent Desk
Settings List tool.
display the reason code. You can do this in the ICM Configuration Manager's Agent Desk
Settings List tool.
•
You must enable reason code reporting by selecting the "agent event detail" check box
in the ICM Configuration Manager's PG Explorer. For more information, see About Agent
Log Out Reason Codes.
in the ICM Configuration Manager's PG Explorer. For more information, see About Agent
Log Out Reason Codes.
Agent Summary
The total log-on duration of each agent.
Report Summary
The total log-on duration of all agents in the report.
agtper04: Agent Peripheral Task Detail Activity Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing all the
tasks handled by each agent during the given interval, the
average length of a task, and the percent of logged on time spent
on a particular task.
tasks handled by each agent during the given interval, the
average length of a task, and the percent of logged on time spent
on a particular task.
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.
The tasks reported include incoming, outgoing, and internal
tasks, call back messages, and wrap-up work, gathered in
half-hour increments.
Callback messages are relevant only for the Aspect ACD.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
tasks, call back messages, and wrap-up work, gathered in
half-hour increments.
Callback messages are relevant only for the Aspect ACD.
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 for all the agents connected to
the selected peripheral(s) during the selected time period.
the selected peripheral(s) during the selected time period.
Applicable environment IPCC and/or ICM
Template type
Historical table