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 Peripheral Reports
Data:
Peripheral
The enterprise name and ID number of the p
eripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
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 + Agent.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
DateTime
The date and time of the selected row's data in MM/DD/YYYY
(month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the agent
in the half hour interval. The count for handled tasks
associated with an agent is updated when the after-task work time associated with the
task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks (i.e., tasks not ro
uted by ICM to the agent) received by
skill group agents in the half hour interval. The value is updated in the database when
the after-task work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group in the half hour interv
al. This value
is updated when the agent completes the call.
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group