Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent State Times: Total Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were on
hold or paused during the half-hour interval. HoldTime is included in the calculation of
LoggedOnTime.
hold or paused during the half-hour interval. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Report Summary
The Total of summary lines for all agents in the report.
agtper26: Agent Peripheral Consolidated Daily Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing
each agent's tasks and performance, gathered in day
increments.
Note: Completed tasks are all the tasks that completed
during the time shown (that is, on the row in the report).
This includes any tasks which began before the time frame
shown. However, this does not include tasks where the
caller abandoned in the local ACD queue.
This report displays the same data as the Agtper25 report,
except the data here is broken down by day instead of by
half hour.
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 daily agent activity and performance for all the
agents connected to the selected peripheral(s) during the
selected time period.
Applicable
environment
IPCC and or ICM
Template type
Historical table