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
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName, Person.FirstName
Media
The media routing domain into which the agent is logged in. This is the media routing domain with
which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last and first name.
Derived from: Person.LastName, Person.FirstName
LogOn Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the
specified interval of the report.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state during the report interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not Ready state
during the report interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Tasks Completed: Incoming
The number of Unified ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external calls that this agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf