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
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_hour
.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent
on conference calls.
Derived from: Agent_Skill_Group_Half_hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_hour.NetTransferredOutCallsToHalf
agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour
See Agteam33, page 10-22 for an illustration of this report.
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName, Person.FirstName
Overview:
Subject Table of task durations for incoming and outgoing tasks handled
by agen
ts in a team by half hour.
Note In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls.
Purpose This report provides information on inbound and outbound task
counts, average durations, and total duration for agents in
selected teams.
Applicable environment ICM and IPCC
Tem pl ate typ e Historical Table
Default sort order Agent Team¸ Media, Agent Name and Datetime
Drilldowns available No
Schema database
tables
Person, Agent, Agent_Skill_Group_Half_
Hour, Agent_Half_Hour,
Media_Routing_Domain, Agent_Team_Member and Agent_Team