Cisco Cisco IP Contact Center Release 4.6.1 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 Peripheral Reports
Agent State Times: Wrap Up %
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Report Summary
The total of summary lines for all agents in the report.
agtper25: Agent Peripheral Consolidated Half Hour Report Template
See
for an illustration of this report.
Overview:
Subject
A table of all agents on the selected peripheral(s) showing each agent's
tasks and performance, gathered in half-hour increments.
tasks and performance, gathered in half-hour increments.
Note: Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks which
began before the time frame shown. However, this does not include tasks
where the caller abandoned in the local ACD queue.
shown (that is, on the row in the report). This includes any tasks which
began before the time frame shown. However, this does not include tasks
where the caller abandoned in the local ACD queue.
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 and performance for all the agents
connected to the selected peripheral(s) during the selected time period.
connected to the selected peripheral(s) during the selected time period.
Applicable environment
ICM and/or IPCC
Template type
Historical table
Sort order
By peripheral, then by media routing domain, agent's last name, first
name, and date and time
name, and date and time
Drilldowns available
No
Schema database tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group