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

agteam26: Agent Team Consolidated Daily Report

See Agteam26, page 10-19 for an illustration of this report.

Overview:

Subject A table summary of task and agent statistics for all the agents within the

selected agent team(s), gathered in day 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.

This report contains the same data as the Agteam25 report except that

here the data is gathered by day rather than by half-hour.

Fields applicable to a voice domain only are prefixed with an asterisk (*).

uch fields are not applicable for e-mail or web media.

Purpose To show both agent team daily activity and agent team daily performance

or the selected time period.

Note This template includes columns from both the Agteam22 and the

Agteam24 reports for those supervisors that would prefer all the

information on one report and do not need the details provided by

the separate Task Summary and Performance Summary reports.

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,

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