Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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.
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.
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
Log On Duration
The total time period the agent was logged on measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Handled
The number tasks that the agent ended in the given interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Tasks Internal In
The number of times that this agent received a direct internal or external incoming call.
This includes direct calls that were received from another agent through the transfer or
conference key that dialed the agent’s extension directly without going through ICM
scripting. This does not include calls routed by ICM to the agent.
This includes direct calls that were received from another agent through the transfer or
conference key that dialed the agent’s extension directly without going through ICM
scripting. This does not include calls routed by ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvToHalf
*Tasks External Out
The number of external outgoing calls that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Tasks Internal Out
The number of internal outgoing calls that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Tasks Transfer Out
The number calls this agent transferred out to another agent or skill group. This
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer.
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf