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
Report Summary
The totals of agent data for all agents in the report.
agtper23: Agent Peripheral Performance Summary Half Hour Report
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
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
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 of all agents on the selected peripheral(s) showing each agent's
performance summary data (logged on time, ASA, and time allocations
across all agent states), gathered in half-hour increments.
performance summary data (logged on time, ASA, and time allocations
across all agent states), 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 peripherals during the selected time period.
selected peripherals during the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Sort order
By peripheral, then by media routing domain, agent's last name, first name,
and date and time
and date and time
Drilldowns available
No
Schema database tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group