Cisco Cisco IPCC Web 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 Peripheral Reports
agtper05: Agent Peripheral Task Detail Performance Report
Data:
Peripheral
The enterprise name and ID number of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName +
Agent_Skill_Group_Half_Hour.SkillTargetID
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName +
Agent_Skill_Group_Half_Hour.SkillTargetID
Overview:
Subject
A table of all agents on the selected peripheral(s) showing the number of
tasks done by each agent during the given interval, the average length of a
task, and the percent of logged on time spent on a particular type of task,
gathered in half-hour increments.
tasks done by each agent during the given interval, the average length of a
task, and the percent of logged on time spent on a particular type of task,
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 half-hour performance for all the agents connected to the
selected peripheral(s) during the selected time period.
selected peripheral(s) during the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By media routing domain, peripheral, agent enterprise name, last name,
first name
first name
Drilldowns available
No
Schema database tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group