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
Data:
Agent Team
The Enterprise Name of the agent
team and the agent team ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent team's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
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 agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ' ' + Person.FirstName + Agent.SkillTargetID
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time period the agent was logged on
measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Handled
The number tasks that the agent ended in the given interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Tasks Internal In
The number of times that this agent received a direct internal
or external incoming call.
This includes direct calls that were received from another agent through the transfer or
conference key that dialed the agent’s extension directly without going through ICM
scripting. This does not include calls routed by ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvToHalf
*Tasks External Out
The number of external outgoing calls that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf