User Guide

4-15
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
agent04: Agent Task Detail Activity Report
See Agent 04, page 10-3, for an illustration of this report.
Overview:
Subject A table of selected agents' activity on incoming tasks, outgoing tasks,
internal tasks, callback messages, and wrap-up work, 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.
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 fo
r e-mail or web media.
Purpose To show all the task activity for an agent(s) during a given interval.
Applicable environment Unified CCE, Unified ICM
Template type Historical Table
Default sort order By agent last name, first name, media routing domain, and skill group
Drilldowns available No
Schema database tables Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour
Data:
Agent Name
The last and first name of the agent.
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
med
ia 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
ro
uting domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName