Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

IPCC Agent Report Templates

agtper04: Agent Peripheral Task Detail Activity Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

You must enable reason code reporting by selecting the "agent event detail" check 
box in the ICM Configuration Manager's PG Explorer. 

Derived from: Agent_Logout.ReasonCode

The total log-on duration of each agent.

The total log-on duration of all agents in the report.

agtper04: Agent Peripheral Task Detail Activity Report

Subject

A table of all agents on the selected peripheral(s) showing all the 
tasks handled by each agent during the given interval, the 
average length of a task, and the percent of logged on time spent 
on a particular task. 

Note: The report time must include the agent’s whole log-on 
session to get accurate times for the tasks.

The tasks reported include incoming, outgoing, and internal tasks, 
call back messages, and wrap-up work, gathered in half-hour 
increments.

Callback messages are relevant only for the Aspect ACD.

Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show agent half-hour activity for all the agents connected to 
the selected peripheral(s) during the selected time period.

Applicable 
environment

IPCC and/or standard ACD

Template type

Historical table

Default sort order

By media routing domain, peripheral, agent enterprise name, last 
name, first name

Drilldowns available

No

Schema database 
tables

Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group