Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Agent by Peripheral Reports
2 IPCC Agent Report Templates
2-
101
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agtper23: Agent Peripheral Performance Summary Half Hour Report
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
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
Overview:
Subject
A table of all agents on the selected peripheral(s) showing
each agent's performance summary data (logged on time,
ASA, and time allocations across all agent states), 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 peripherals during the selected
time period.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Sort order
By peripheral, then by media routing domain, agent's last
name, first name, and date and time
Drilldowns available
No
Schema database
tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group