User Guide
IPCC Agent Report Templates agtper24: Agent Peripheral Performance Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
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
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) 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 a
task 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)
Agent State Times: Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +