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
Outgoing Hold Tasks: Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on
hol
d by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Outgoing Hold Tasks: Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on
hol
d by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Media Summary
The total for each field for each agent logged into th
e media routing domain in the half hour
interval.
Team Summary
The total agent data in the agent team.
Report Summary
The total for all fields for all agents in the report.
agteam34: Agent Team Incoming/Outgoing Task Durations With Agent Detail Daily
Overview:
Subject Table of task durations for incoming and outgoing tasks handled by
agents in a team by day.
Note In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls.
Purpose This report provides information on inbound and outbound task counts,
average durations, and total duration for agents in selected teams.
Applicable environment Unified ICM and Unified CCE
Template type Historical Table
Default sort order Agent Team¸ Media, Agent Name and Datetime
Drilldowns available No
Schema database tables Person, Agent, Agent_Skill_Group_Half_Hour, Agent_Half_Hour,
Me
dia_Routing_Domain, Agent_Team_Member and Agent_Team