Cisco Cisco IP Contact Center Release 4.6.1 User Guide
2-221
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Team Reports
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther State in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
BusyOther State in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged in
the half hour interval
the half hour interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam24: Agent Team Performance Summary Daily Report
See
for an illustration of this report.
Overview:
Subject
A table summary of agent performance data for all the agents within the
selected agent team(s), gathered in day increments.
selected agent team(s), gathered in day increments.
Note: This report contains the same data as the Agteam23 report except
that here the data is gathered by day rather than by half-hour.
that here the data is gathered by day rather than by half-hour.
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 team daily performance for the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By agent team, media routing domain, agent last name, agent first name,
and date and time
and date and time