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
Agent State Times: % Busy Other
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for a media routing domain, 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.
agteam27: Agent Team Historical All Fields Report
Overview:
Subject A table of all the agents in the selected teams listing all the available
agent historical report data for the selected interval.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Note In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other cases,
outbound calls are agent-dialed ones.
Purpose To show all the available agent-team historical report data in the
Agent_Skill_Group_Half_Hour database table so that you can select
which data you want for a customized agent-team historical report.
Lists all the available report team data from the
Agent_Skill_Group_Half_Hour database table for each selected team
during the time period selected when the report is generated.
Note This report is designed to be saved and exported or copied to
another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable environment Unified CCE, Unified ICM