Cisco Cisco IPCC Web Option Guida Utente
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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 Agent Reports
Data:
Agent Name
The last and first name of the agent in the skill group in which agent resides.
Derived from:
Derived from:
Person.LastName ’ , ’ Person.FirstName
Media
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
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
Skill Group
The agent's skill group's enterprise name and skill target ID associated with the task.
The ID of the skill group of the skill group from which the agent is currently working.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
The ID of the skill group of the skill group from which the agent is currently working.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
day, year, hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
day, year, hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
ASA
The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated
from the time spent by callers when placed in queue and ringing at the agent’s desktop
before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
from the time spent by callers when placed in queue and ringing at the agent’s desktop
before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks Incoming: Handled
The number of tasks handled by this agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Drilldowns available
No
Schema database
tables
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour