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
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
Agent Name
The agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ' ' + Person.FirstName + Agent.SkillTargetID
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time period the agent was logged on measured in HH:MM:SS (hours, minutes, seconds)
format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Handled
The number tasks that the agent ended in the given interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Tasks Internal In
The number of times that this agent received a direct internal or external incoming call. This
includes direct calls that were received from another agent through the transfer or conference key
that dialed the agent’s extension directly without going through Unified ICM scripting. This does
not include calls routed by Unified ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvToHalf
*Tasks External Out
The number of external outgoing calls that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Tasks Internal Out
The number of internal outgoing calls that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf