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
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged in the half hour interval.
the agents were logged in the half hour interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
agent22: Agent Task Summary Daily Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ‘ , ‘ + Person.FirstName
Derived from: Person.LastName + ‘ , ‘ + Person.FirstName
Overview:
Subject
A table showing totals for incoming and outgoing call/task counts and
call/task treatments, gathered in day increments.
call/task treatments, gathered in day increments.
Note: This report displays the same information as
the Agent21 report except that the data here is by
day.
Fields applicable to a voice domain only are prefixed
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 daily activity 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, skill group, date
Drilldowns available
No
Schema database tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group