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
Media Summary
The field totals for all skill groups in the media routing domain into which the agents
we
re logged during the given interval.
Report Summary
The field totals for all agents in the report.
agent27: Agent Historical All Fields Report
Overview:
Subject A table of all the selected agents listing all the available agent
historical report data for
the selected interval.
Note This report is the same report as the Agtskg27 report
except that this report is first sorted by agent rather
than by skill group.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail
or collabor
ation media.
In the following descriptions, agent-dialed outbound
calls or
tasks are different from Outbound Option calls
that are program-dialed outbound calls. Only fields
specified as Outbound Option contain automated call
data. In all other cases, outbound calls are agent-dialed
ones.
Purpose To show all the available agent historical report data in the
Agent_Skill_Group_Half_Hour database table so that you can
select which data you want for a customized agent historical
report.
Note This report is designed to be saved and exported or
copied to another format. For example, you can export
the report to an Excel spreadsheet and modify the report
to suit your needs. If that is not acceptable, you can also
use a third-party tool to customize your report.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical table
Default sort order By agent team, agent skill ID, agent last name, agent first
name, and date
and time
Drilldowns available No
Schema database table Agent
Person
Agent_Skill_Group_Half_Hour
Skill_Group