Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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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 Skill Group Reports
Log On Duration
The time measured in HH:MM:SS (hours, minutes, seconds) format that the agent
spent logged on.
Derived from: Agent_Skill_Group_Logout.LoginDuration
spent logged on.
Derived from: Agent_Skill_Group_Logout.LoginDuration
Log Out DateTime
The ICM central controller's date and time that the agent logged out.
Derived from: Agent_Skill_Group_Logout.LogoutDateTime
Derived from: Agent_Skill_Group_Logout.LogoutDateTime
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.
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.
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. For more information, see About Agent
Log Out Reason Codes.
in the ICM Configuration Manager's PG Explorer. For more information, see About Agent
Log Out Reason Codes.
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.
task 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 IPCC and/or ICM
Template type
Historical table