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: Total Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent
were on hold or paused during the half-hour interval. HoldTime is included in the
calculation of LoggedOnTime.
were on hold or paused during the half-hour interval. HoldTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
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 agent in the report.
agtper27: Agent Peripheral Historical All Fields Report
Overview:
Subject
A table of all the agents in the selected peripherals listing all the available
agent historical report data for the selected interval.
agent historical report data for the selected interval.
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.
Note: In the following descriptions, agent-dialed outbound calls or tasks
are different from Outbound Option calls that are program-dialed
outbound calls. Only fields specified as Outbound Option contain
automated call data. In all other cases, outbound calls are agent-dialed
ones.
are different from Outbound Option calls that are program-dialed
outbound calls. Only fields specified as Outbound Option contain
automated call data. In all other cases, outbound calls are agent-dialed
ones.
Purpose
To show all the available agent-peripheral historical report data in the
Agent_Skill_Group_Half_Hour database table so that you can select
which data you want for a customized agent-peripheral historical report.
Agent_Skill_Group_Half_Hour database table so that you can select
which data you want for a customized agent-peripheral historical report.
Note: This report is designed to be saved and exported or copied to
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your report.
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your report.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Sort order
By peripheral, then by agent's last name, first name, and date and time