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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
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Media
The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task.  
Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name 
The last and first name of the agent and the agent's ID (in parentheses) in the skill 
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS (hour, 
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming calls to this agent that were placed on hold. 
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Drilldowns available
No
Schema database tables
Agent
 
Agent_Skill_Group_Half_Hour
 
Person
 
Peripheral
 
Media_Routing_Domain
 
Skill_Group
 
Skill_Group_Member