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Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2      Agent Report Templates
Agent By Agent Reports
Consult
The number of times an agent consulted with another agent or supervisor by the 
conference or transfer key. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf + 
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. 
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.
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
See 
, for an illustration of this 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.
Purpose
To show agent half-hour performance for the selected time period.
Applicable environment
IPCC and/or ICM