Cisco Cisco IP Contact Center Release 4.6.1 User Guide
2-78
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent by Peripheral Reports
agtper04: Agent Peripheral Task Detail Activity Report
Data:
Peripheral
The enterprise name of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName
Derived from: Peripheral.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Overview:
Subject
A table of all agents on the selected peripheral(s) showing all the tasks
handled by each agent during the given interval, the average length of a
task, and the percent of logged on time spent on a particular task.
handled by each agent during the given interval, the average length of a
task, and the percent of logged on time spent on a particular task.
Note: The report time must include the agent’s whole log-on session to get
accurate times for the tasks.
accurate times for the tasks.
The tasks reported include incoming, outgoing, and internal tasks, call
back messages, and wrap-up work, gathered in half-hour increments.
back messages, and wrap-up work, gathered in half-hour increments.
Callback messages are relevant only for the Aspect ACD.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or collaboration media.
Such fields are not applicable for e-mail or collaboration media.
Purpose
To show agent half-hour activity for all the agents connected to the
selected peripheral(s) during the selected time period.
selected peripheral(s) during the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By media routing domain, peripheral, agent enterprise name, last name,
first name
first name
Drilldowns available
No
Schema database tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group