User Guide

IPCC Agent Report Templates agteam05: Agent Task Detail Performance Report By Team
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
agteam05: Agent Task Detail Performance Report By Team
Data:
Agent Team
The name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent teams' primary supervisor. If primary supervisor is not configured then
Supervisor field can contain any of the configured secondary supervisors.
Derived from: Person.LastName + ', ' + Person.FirstName
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
Overview:
Subject A table of selected agent teams showing task detail data on
abandoned, held, assistance, and conference tasks, organized
in half-hour increments.
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 performance 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