Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Agent By Agent Reports
2 IPCC Agent Report Templates
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31
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agent22: Agent Task Summary Daily Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
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 showing totals for incoming and outgoing
call/task counts and call/task treatments, gathered in
day increments.
Note: This report displays the same
information as the Agent21 report
except that the data here is by day.
Fields applicable to a voice domain only
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 daily activity for the selected time period.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain,
skill group, date
Drilldowns available
No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group