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
Data:
Peripheral
The enterprise name and ID number of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which
agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media 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
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the agent in the half hour interval. The count for handled tasks associated
with an agent is updated when the after-task work time associated with the task (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks (i.e., tasks not routed by Unified ICM to the agent) received by skill
group agents in the half hour interval. The value is updated in the database when the after-task
work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group