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 of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
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
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID
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
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent h
as handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task
in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour
.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Sort order By peripheral, then by media routing domain, agent's last name,
first name, and date
and time
Drilldowns available No
Schema database
tables
Agent
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group