User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam04: Agent Task Detail Activity Report
– You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
Derived from: Agent_Logout.ReasonCode
Media Summary
The total log-on duration of all agents in the media routing domain.
Agent Team Summary
The total log-on duration of all agent teams in the report.
agteam04: Agent Task Detail Activity Report
Data:
Agent Team
The name of the agent team.
Derived from: Agent_Team.EnterpriseName
Overview:
Subject A table of selected agent teams showing agent task detail
activity on incoming, outgoing, and internal tasks, and callback
messages, 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.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show agent team half-hour activity for the selected time
period.
Applicable
environment
IPCC and/or standard ACD
Template type Historical table
Default sort order By agent team, agent last name, agent first name, and media
routing domain
Drilldowns available No
Schema database
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group