User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name (no label)
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
Skill Group (no label)
The skill group in which the agent is active for the interval and Skill Group Skill Target
ID.
Derived from: Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID
DateTime (no label)
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
Tasks Ans
The number of tasks begun during the half-hour interval. The count for CallsAnswered
is updated in the database at the time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Tasks Hand
The total number of tasks handled for the call type during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Trans In
The number of calls transferred to the agent in the skill group during the half-hour
interval. The value is updated in the database when the after-call work time associated
with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Drilldowns available No
Schema database
tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Skill_Group