Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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
Agent State Times: Total Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were
on hold or paused during the half-hour interval. HoldTime is included in the calculation
of LoggedOnTime.
on hold or paused during the half-hour interval. HoldTime is included in the calculation
of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Report Summary
The Total of summary lines for all agents in the report.
agtper26: Agent Peripheral Consolidated Daily Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing each agent's
tasks and performance, gathered in day increments.
tasks and performance, gathered in day increments.
Note: Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks which
began before the time frame shown. However, this does not include tasks
where the caller abandoned in the local ACD queue.
shown (that is, on the row in the report). This includes any tasks which
began before the time frame shown. However, this does not include tasks
where the caller abandoned in the local ACD queue.
This report displays the same data as the Agtper25 report, except the data
here is broken down by day instead of by half hour.
here is broken down by day instead of by half hour.
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 daily agent activity and performance for all the agents connected
to the selected peripheral(s) during the selected time period.
to the selected peripheral(s) 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