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 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.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
Media Summary
The total for each field for each agent logged into
the media routing domain during the given
interval.
Team Summary
The total agent data in the agent team.
Report Summary
The total for all fields for all agents in the report.
agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour
See Agteam35, page 10-23 for an illustration of this report.
Overview:
Subject Table of task durations for incoming and outgoing tasks handled by agent
teams by half hour.
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 aggregated for the individually
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,
Medi
a_Routing_Domain, Agent_Team_Member and Agent_Team