Cisco Cisco IP Contact Center Release 4.6.1 User Guide
2-15
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Agent Reports
agent04: Agent Task Detail Activity Report
See
, for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
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
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
Overview:
Subject
A table of selected agents' activity on incoming tasks, outgoing tasks,
internal tasks, callback messages, and wrap-up work, gathered in
half-hour increments.
internal tasks, callback messages, and wrap-up work, gathered in
half-hour increments.
Note: the report time must include the agent’s whole log-on session to
get accurate times for the tasks.
get accurate times for the tasks.
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 all the task activity for an agent(s) during a given interval.
Applicable environment
IPCC and/or ICM
Template type
Historical Table
Default sort order
By agent last name, first name, media routing domain, and skill group
Drilldowns available
No
Schema database tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour