Cisco Cisco IPCC Web Option User Guide
Agent By Agent Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Media Summary
The field totals for the agent data for all skill groups in the media routing domain into
which the agents were logged during the given interval.
which the agents were logged during the given interval.
Report Summary
The field totals for all agents in the report.
agent25: Agent Consolidated Half Hour Report
Overview:
Subject
A table of selected agents showing agent call statistics
and agent time allocations, 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 activity and performance for the
selected time period.
Note: Completed tasks are all the tasks which completed
during the time shown (that is, on the row in the report)
and includes any tasks or calls that began in a prior time
frame but completed in the selected time.
This template includes columns from both the Agent21
and the Agent23 reports for those supervisors that would
prefer all the information on one report and do not need
the details provided by the separate Call Summary and
Performance Summary reports.
Applicable
environment
ICM and/or IPCC
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain,
skill group, date, and time
Drilldowns available
No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour