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
– You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
For more information, see About Not Ready Reason Codes
Task ID: Router Call Key Day
(Applies only to non-voice media. For voice media, this field is not applicable)
This and the next two fields are the task ID of the task that caused this agent state
change to occu
r.
Derived from: Agent_State_Trace.RouterCallKeyDay
Task ID: Router Call Key
(Applies only to non-voice media. For voice media, this field is not applicable)
This, the previous field, and the next are the task ID
of the task that caused this agent
state change to occur.
Derived from: Agent_State_Trace.RouterCallKey
Task ID: Router Call Key Sequence Number
(Applies only to non-voice media. For voice media, this field is not applicable)
This and the previous two fields are the task ID of the task that cau
sed this agent state
change to occur.
Derived from: Agent_State_Trace.RouterCallKeySequenceNumber
agent21: Agent Task Summary Half Hour Report
See Agent21, page 10-4, for an illustration of this report.
Overview:
Subject A table of selected agents showing incoming and outgoing
call/task counts and call/task treatments, 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 half-hour activity for the selected time period.
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, skill
group
, date, and time
Drilldowns available No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group