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 Team Reports
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
confe
rence on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_
Group_Half_Hour.ConferencedOutCallsToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the giv
en interval
Agent Team Summary
The total agent data in the agent team.
Agent Summary
The total data for each agent.
Report Summary
The total agent data for all agent teams in the report.
agteam21: Agent Team Task Summary Half Hour Report
Overview:
Subject A table summary of agent call/task data for all the agents within
the
selected agent team(s), gathered in half-hour increments.
Fields applicable to a voice domain only are prefix
ed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show agent team half-hour activity (calls/tasks) for the
selected time period.
Applicable environment IPCC and or ICM
Tem pl ate typ e Historical table
Default sort order By agent team, media routing domain, agent last name, agent
first name, and date
and time
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group