Cisco Cisco IPCC Web Option Mode D'Emploi
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the given interval
during the given interval
Agent Team Summary
The total agent data in the agent team.
Agent Summary
The total data for each agent.
Report Summary
The total agent data for all agent teams in the report.
agteam21: Agent Team Task Summary Half Hour Report
Overview:
Subject
A table summary of agent call/task data for all the agents within
the selected agent team(s), gathered 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.
the selected agent team(s), gathered 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.
Purpose
To show agent team half-hour activity (calls/tasks) for the
selected time period.
selected time period.
Applicable environment IPCC and or ICM
Template type
Historical table
Default sort order
By agent team, media routing domain, agent last name, agent
first name, and date and time
first name, and date and time
Drilldowns available
No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group