Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg24: Agent Skill Group Performance Summary Daily Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Aban While Offer
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.
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
Completed Tasks: Redirect No Answer
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.
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
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.
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes,
seconds) format.
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf