Cisco Cisco E-Mail Manager Unity Integration Option 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 Team Reports
Agent Summary
The total data for each agent.
Report Summary
The total agent data for all agent teams in the report.
agteam21: Agent Team Task Summary Half Hour Report
Data:
Agent Team
The Enterprise Name of the agent team and the agent team ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent team's primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName
Derived from: Person.LastName + ', ' + Person.FirstName
Overview:
Subject
A table summary of agent call/task data for all the agents within the
selected agent team(s), gathered in half-hour increments.
selected agent team(s), 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.
Such fields are not applicable for e-mail or collaboration media.
Purpose
To show agent team half-hour activity (calls/tasks) for the selected time
period.
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
Drilldowns available
No
Schema database tables
Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group