User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
agent05: Agent Task Detail Performance Report
See Agent 05, page 10-3, for an illustration of this report.
Overview:
Subject A table of selected agents' performance relating to abandoned, held,
assistance, and conference calls/tasks, gathered in half-hour
increments.
Fields applicable to a voice domain only are pre
fixed with an
asterisk (*). Such fields are not applicable for e-mail or web media.
Purpose To show agent performance details for the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By agent last name, first name, media routing domain, and skill
gro
up
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
Skill Group
The agent's skill group's enterprise name and skill t
arget ID of the skill group associated with the
task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Aban Hold
The total number of calls that where aba
ndoned while being held at the agent's extension and/or the
paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
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