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 Skill Group Reports
Log On Duration
The time measured in HH:MM:SS (hours, minutes, seconds) format that the agent
spent logged on.
Derived from: Agent_Skill_Group_Logout.LoginDuration
spent logged on.
Derived from: Agent_Skill_Group_Logout.LoginDuration
Log Out DateTime
The ICM central controller's date and time that the agent logged out.
Derived from: Agent_Skill_Group_Logout.LogoutDateTime
Derived from: Agent_Skill_Group_Logout.LogoutDateTime
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Note:
•
change. If not defined, this displays 0.
Note:
•
The agent's CTIOS desk settings and CTIOS registry settings need to be
configured to display the reason code. You can do this in the ICM Configuration
Manager's Agent Desk Settings List tool.
• You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
For more information, see About Agent Log Out Reason Codes.
Derived from: Agent_Skill_Group_Logout.ReasonCode
Manager's Agent Desk Settings List tool.
• You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
For more information, see About Agent Log Out Reason Codes.
Derived from: Agent_Skill_Group_Logout.ReasonCode
Media Summary
The total log-on duration of all agents in the media routing domain.
Report Summary
The total log-on duration of all agents in the report.
agtskg04: Agent Task Detail Activity Report
Overview:
Subject
A table of all agents in the selected skill groups showing agent task detail
data including information about incoming tasks, outgoing tasks, internal
tasks, callbacks, and wrap-up work, gathered in half-hour increments.
data including information about incoming tasks, outgoing tasks, internal
tasks, callbacks, and wrap-up work, gathered in half-hour increments.
Note: The report time must include the agent’s whole log-on session to get
accurate times for the tasks.
accurate times for the tasks.
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 skill group activity for the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media routing domain, skill group, and logged
on time
on time