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 Agent Reports
agent05: Agent Task Detail Performance 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
Skill Group
The agent's skill group's enterprise name and skill target ID of the skill group
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Aban Hold
The total number of calls that where abandoned while being held at the agent's
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Overview:
Subject
A table of selected agents' performance
relating to abandoned, held, assistance,
and conference calls/tasks, gathered in
half-hour increments.
Fields applicable to a voice domain only
are prefixed with an asterisk (*). Such
fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent performance details for
the selected time period.
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