User Guide

3-30
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
*Supv Assist
The number of tasks for which agents received supervisor assistance during the given
interv
al. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Agent_Skill_Group_Half_Hour
.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on
by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour
.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by th
e supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents we
re logged during the given interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
agent23: Agent Performance Summary Half Hour Report
See Agent 23, page 10-5, for an illustration of this report.
Overview:
Subject A table of selected agents showing logged on time, ASA, and
time allocations
across all agent states, gathered in half-hour
increments.
Purpose To show agent half-hour performance for the selected time
pe
riod.
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