User Guide

IPCC Agent Report Templates agtper23: Agent Peripheral Performance Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
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
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
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
ASA
The Average Speed of Answer (ASA) for tasks to this agent during the half-hour
interval.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
AHT
The Average Handle Time (AHT), measured in HH:MM:SS (hours, minutes, seconds),
spent by the agent on a task.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Avg Hold Time
The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold or
paused.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)