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
agent22: Agent Task Summary Daily Report
Overview:
Subject A table showing totals for incoming and outgoing call/task counts and
call/task treatments, gathered in day increments.
Fields applicable to a voice domain only are prefixed with an asterisk
(*). Such fields are not applicable fo
r e-mail or web media.
Note This report displays the same information as the Agent21 report
except that the data here is by day.
Purpose To show agent daily activity 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, skill group, date
Drilldowns available No
Schema database tables Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
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