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 Peripheral Reports
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 peri
pheral(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 web media.
Purpose To show agent half-hour activity for all the agents connected to the
selected per
ipheral(s) during the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By media routing domain, peripheral, agent en
terprise 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
Data:
Peripheral
The enterprise name of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName