User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
agent04: Agent Task Detail Activity Report
See Agent 04, page 10-3, for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the
media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If
an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject A table of selected agents' activity on in
coming tasks, outgoing
tasks, internal tasks, callback messages, and wrap-up work,
gathered in half-hour increments.
Note The report time must include the agent’s whole log-on
session to get accurate times for the tasks.
Callback messages are relevant only for the Aspect ACD.
Fields applicable to a voice domain only are prefixed with an
asterisk (*).
Such fields are not applicable for e-mail or
collaboration media.
Purpose To show all the task activity for an agent(s) during a given
interval.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical Table
Default sort order By agent last name, first name, media routing domain, and skill
group
Drilldowns available No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour