Cisco Cisco IP Contact Center Release 4.6.2 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent by Peripheral Reports

2      IPCC Agent Report Templates

The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that 
were processed by the agent during the selected interval. Callback (CB) Messages are 
relevant only for the Aspect ACD.

Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)

The totals of agent data for all skill groups in a media in which the agent was logged 
during the given interval.

The totals of agent data for an agent during the specified interval.

The totals of agent data for all agents in all media on the peripheral during the specified 
interval.

The totals of agent data for all agents in the report.

agtper05: Agent Peripheral Task Detail Performance Report

Subject

A table of all agents on the selected peripheral(s) showing 

the number of tasks done by each agent during the given 

interval, the average length of a task, and the percent of 

logged on time spent on a particular type of task, 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 performance for all the agents 

connected to the selected peripheral(s) during the selected 

time period.

Applicable 

environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By media routing domain, peripheral, agent enterprise 

name, last name, first name