Cisco Cisco IPCC Web Option User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
2-
265
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
agteam33: Agent Team Incoming/Outgoing Task Durations With Agent
Detail Half Hour
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName, Person.FirstName
Media
The media routing domain into which the agent is logged in. This is the media routing
domain with which the agent's Skill Group is associated.
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last and first name.
Derived from: Person.LastName, Person.FirstName
Overview:
Subject
Table of task durations for incoming and outgoing tasks
handled by agents in a team by half hour.
NOTE: In the following descriptions, agent-dialed
outbound calls or tasks are different from Outbound
Option calls that are program-dialed outbound calls.
Purpose
This report provides information on inbound and outbound
task counts, average durations, and total duration for
agents in selected teams.
Applicable
environment
ICM and IPCC
Template type
Historical Table
Default sort order
Agent Team¸ Media, Agent Name and Datetime
Drilldowns available
No
Schema database
tables
Person, Agent, Agent_Skill_Group_Half_Hour,
Agent_Half_Hour, Media_Routing_Domain,
Agent_Team_Member and Agent_Team