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
agteam25: Agent Team Consolidated Half Hour Report
Overview:
Subject A table summary of task and Agent State Times for all the agents within
the
selected agent team(s), gathered in half-hour increments.
Note Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks
which began before the time frame shown. However, this does not
include tasks where the caller abandoned in the local ACD queue.
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 both agent team half-hour activity and agent team half-hour
perfo
rmance 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 na
me, agent first name,
and 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 teams' primary supervisor.
Derived from: Person.LastName + ', ' + Person.FirstName