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.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName, Person.FirstName
Media
The media routing domain into which the agent is logge
d in. This is the media routing
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last and first name.
Derived from: Person.LastName, Person.FirstName
LogOn Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for
the specified interval of the report.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
A
vailable or Not Active state during the report interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
Ready state during the report interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Purpose This report provides information on inbound and outbound task
coun
ts, 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