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 Team Reports
*CB Messages
Total Tasks
The total number of callback messages that were processed by the agent during the
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
Agent Team Summary
The total data for all agents in the team.
Agent Summary
The total agent data for the agent during the specified interval.
Media Summary
The total agent data in the media routing domain into which the agent was logged for
the given interval.
the given interval.
agteam05: Agent Task Detail Performance Report By Team
See
for an illustration of this report.
Overview:
Subject
A table of selected agent teams showing task detail data on abandoned,
held, assistance, and conference tasks, organized in half-hour increments.
held, assistance, and conference tasks, organized 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 team half-hour performance for the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By agent team, agent last name, agent first name, and media routing
domain
domain