Cisco Cisco E-Mail Manager Unity Integration Option User Guide

IPCC Agent Report Templates

agtskg23: Agent Skill Group Performance Summary Half Hour Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

The agent skill group's enterprise name and skill target ID.

Derived from: Skill_Group.EnterpriseName and 

Agent_Skill_Group_Half_Hour.SkillTargetId

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and 
HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Half_Hour.DateTime

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing. For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.

Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks offered at the agents terminal or phone that were redirected to 
another location because of the agent's failure to respond. 

Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of ICM routed calls to the agent that abandoned while the call was on hold 
and/or the number of paused tasks that the agent ended during the interval.

Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf

The number of calls an agent made to the supervisor for assistance.

Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf

The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, 
seconds) format.

Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf

(IPCC only) The number of calls that required emergency assistance.

Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf

(IPCC only) The number of calls that were barged-in by the supervisor.

Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf

(IPCC only) The number of calls that were intercepted by the supervisor.

Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf