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
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
we
re put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCal
lsOnHoldToHalf
Media Summary
The total for each field for each agent logged into the
media routing domain during the
given interval.
Team Summary
The total agent data in the agent team.
Report Summary
The total for all fields for all agents in the report.
agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour
See Agteam35, page 10-23 for an illustration of this report.
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Overview:
Subject Table of task durations for incoming and outgoing tasks handled
by agen
t teams 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 aggregated for the
individually 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