Cisco Cisco Unified Intelligent Contact Management Software 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
Media Summary
The total for each field for each agent logged into the media routing domain during the
given interval.
given interval.
Report Summary
The total for all fields for all agents in the report.
agteam36: Agent Team Incoming/Outgoing Task Durations Daily
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName, Person.FirstName
Derived from: Person.LastName, Person.FirstName
Media
The media routing domain into which the agent is logged in. This is the media routing
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject
Table of task durations for incoming and outgoing tasks handled by agent
teams by day.
teams by day.
NOTE: In the following descriptions, agent-dialed outbound calls or tasks
are different from Outbound Option calls that are program-dialed
outbound calls.
are different from Outbound Option calls that are program-dialed
outbound calls.
Purpose
This report provides information on inbound and outbound task counts,
average durations, and total duration aggregated for the individually
selected teams.
average durations, and total duration aggregated for the individually
selected teams.
Applicable environment
ICM and IPCC
Template type
Historical Table
Default sort order
Agent Team¸ Media, Agent Name and Datetime
Drilldowns available
No
Schema database tables
Person, Agent, Agent_Skill_Group_Half_Hour, Agent_Half_Hour,
Media_Routing_Domain, Agent_Team_Member and Agent_Team
Media_Routing_Domain, Agent_Team_Member and Agent_Team