Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
2-
221
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agteam04: Agent Task Detail Activity Report
Data:
Agent Team
The name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent team's primary supervisor. .
Derived from: Person.LastName + ', ' + Person.FirstName
Agent Name
The agent's last name and first name.
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.
Note: The report time must include the agent’s whole
log-on 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.
Purpose
To show agent team half-hour activity for the selected time
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
Drilldowns available
No
Schema database
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group