Additional templates

The XSL style sheet also contains other templates that are used for formatting specific elements included in one or more reports. If the default template does not meet the needs of your workforce management application, modify these templates. For more information, see Appendix C: Settings for GMT.

OUTBOUNDTIME

This field is the total number of seconds that the agent spent handling outbound interactions.

Table: WFM_iAgentQueueStats

Column: tInternToExternCalls

TOTALLOGINTIME

This field is the total number of seconds that the agent was logged on to the CIC system.

Table: WFM_iAgentQueueStats

Column: tAgentLoggedIn

Footer

This field is a string that uniquely identifies the end of this report.

DateTimeFormat template

This template returns the date and/or time of the report interval formatting according to the parameters passed by the calling template. Potential customizations to this template include changing the delimiters used for each value, such as /, ‑, and :.

SumSvcLevel template

This template returns the sum of interactions that either abandoned or the agents answered during or before the configured service level threshold. For example, configure the service level parameter for the adapter as 3. The template then returns the sum of the 1st, 2nd, and 3rd service level categories or buckets.