User Guide

3-43
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Data:
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent reside
s.
Derived from:
Person.LastName ‘ , ‘ Person.FirstName and
Agent_Skill_Group_Half_Hour.SkillTargetID
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 ski
ll target ID associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task, measured in H
H:MM:SS
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Hold Tasks Hold Tasks
The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour
.IncomingCallsOnHoldToHalf
Drilldowns available No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Half_Hour
Overview: