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 Team Reports
• You must enable reason code reporting by selecting the "agent event detail" check box in the
Configuration Manager's PG Explorer. For more information, see About Agent Log Out Reason
Codes.
Derived from: Agent_Logout.ReasonCode
Media Summary
The total log-on duration of all agents in the media routing domain.
Agent Team Summary
The total log-on duration of all agent teams in the report.
agteam04: Agent Task Detail Activity Report
Overview:
Subject A table of selected agent teams showing agent task detail activity on
i
ncoming, outgoing, and internal tasks, and callback messages, 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.
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 team half-hour activity for the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By agent team, agent last name, agent first name, and media routing
d
omain
Drilldowns available No
Schema database tables Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group