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
agent05: Agent Task Detail Performance Report
See Agent 05, 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
Skill Group
The agent's skill group's enterprise name and skill target ID of the skill group
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Aban Hold
The total number of calls that where abandoned while be
ing held at the agent's
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
For voice: the total number of calls that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offer
ed to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Overview:
Subject A table of selected agents' performance relating to
aban
doned, held, assistance, and conference calls/tasks,
gathered in half-hour increments.
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 agent performance details for the selected time
pe
riod.
Applicable environment IPCC and/or ICM
Tem pla te typ e Historical table
Default sort order By agent last name, first name, media routing domain, and
skill group