Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
Consult
The number of times an agent consulted with another agent or supervisor by the
conference or transfer key. This includes consulted assisted tasks.
conference or transfer key. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance during the given
interval. The value is updated in the database when the supervisor-assisted task
completes.
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged during the given interval.
the agents were logged during the given interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
agent23: Agent Performance Summary Half Hour Report
Overview:
Subject
A table of selected agents showing logged on time, ASA,
and time allocations across all agent states, gathered in
half-hour increments.