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 Summary
The totals of agent data for a media routing domai
n, in which the agent was logged during the
given interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.
agteam23: Agent Team Performance Summary Half Hour Report
Overview:
Subject A table summary of agent performance data for all the agents within the
s
elected agent team(s), gathered in half-hour increments.
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 performance for the selected time period
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By agent team, media routing domain, agent last name, agent first name,
an
d date and time
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group
Data:
Agent Team
The Enterprise Name of the agent
team and the agent team ID.
Derived from: Agent_Team.EnterpriseName +
Agent_Team.AgentTeamID
Supervisor
The agent team's primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName