Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Team Reports

2      IPCC Agent Report Templates

The Enterprise Name of the agent team and its agent team ID.

Derived from: Agent_Team.EnterpriseName and Agent_Team.AgentTeamID

The media routing domain into which the agent is logged. This is the media routing 
domain with which the agent's Skill Group is associated.

Derived from: Media_Routing_Domain.EnterpriseName

The agent teams' primary supervisor. 

Derived from: Person.LastName + ', ' + Person.FirstName

The agent's last name and first name and skill target ID.

Derived from: Person.LastName + ', ' + Person.FirstName + Agent.SkillTargetID

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and 
HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of tasks begun in the half hour interval. The count for CallsAnswered is 
updated in the database at the time the task is begun.

Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf

The total number of tasks handled by the agent in the half hour interval.

Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalfT

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent. 

Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of calls transferred to the agent in the skill group in the half hour interval. 
This value is updated when the agent completes the call.

Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf