User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report
Data:
Peripheral
The enterprise name and ID number of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent resides.
Derived from: Person.LastName + "," + Person.FirstName + Agent.SkillTargetID
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
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the skill group during the given interval. The count for handled
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks received by skill group agents during the given interval.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group during the given interval. This
value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Drilldowns available No
Schema database
tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group