Cisco Cisco E-Mail Manager Unity Integration Option Guia Do Utilizador
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg04: Agent Task Detail Activity Report
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Note:
change. If not defined, this displays 0.
Note:
–
The agent's CTIOS desk settings and CTIOS registry settings need to be configured
to display the reason code. You can do this in the ICM Configuration Manager's Agent
Desk Settings List tool.
to display the reason code. You can do this in the ICM Configuration Manager's Agent
Desk Settings List tool.
–
You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
box in the ICM Configuration Manager's PG Explorer.
Derived from: Agent_Skill_Group_Logout.ReasonCode
Media Summary
The total log-on duration of all agents in the media routing domain.
Report Summary
The total log-on duration of all agents in the report.
agtskg04: Agent Task Detail Activity Report
Overview:
Subject
A table of all agents in the selected skill groups showing agent task
detail data including information about incoming tasks, outgoing
tasks, internal tasks, callbacks, and wrap-up work, gathered in
half-hour increments.
detail data including information about incoming tasks, outgoing
tasks, internal tasks, callbacks, and wrap-up work, gathered in
half-hour increments.
Note: The report time must include the agent’s whole log-on
session to get accurate times for the tasks.
session to get accurate times for the tasks.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent skill group activity for the selected time period.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort order
By last name, first name, media routing domain, skill group, and
logged on time
logged on time
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group