Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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

IPCC Agent Report Templates

agtper04: Agent Peripheral Task Detail Activity Report

The enterprise name of the peripheral on which the agent is working.

Derived from: Peripheral.EnterpriseName

The last and first name of the agent.

Derived from: Person.LastName + "," + Person.FirstName 

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 
Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was 
logged on during the selected interval.

Derived from: Agent_Half_Hour.LoggedOnTimeToHalf

The time in hours, minutes, seconds (HH:MM:SS) format that the agent was available 
in this media routing domain.

Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf

The total number of inbound tasks handled by the agent during the selected interval. 
This value is updated when the after-task work associated with the task is completed.

Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

Average Handle Time. The average length of an incoming task handled by the agent 
during the selected interval.

Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)