User Guide

IPCC Agent Report Templates agtper04: Agent Peripheral Task Detail Activity Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
– 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
Agent Summary
The total log-on duration of each agent.
Report Summary
The total log-on duration of all agents in the report.
agtper04: Agent Peripheral Task Detail Activity Report
Overview:
Subject A table of all agents on the selected peripheral(s) showing all the
tasks handled by each agent during the given interval, the
average length of a task, and the percent of logged on time spent
on a particular task.
Note: The report time must include the agent’s whole log-on
session to get accurate times for the tasks.
The tasks reported include incoming, outgoing, and internal tasks,
call back messages, and wrap-up work, gathered in half-hour
increments.
Callback messages are relevant only for the Aspect ACD.
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 half-hour activity for all the agents connected to
the selected peripheral(s) during the selected time period.
Applicable
environment
IPCC and/or standard ACD
Template type Historical table
Default sort order By media routing domain, peripheral, agent enterprise name, last
name, first name
Drilldowns available No
Schema database
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group