Cisco Cisco IP Contact Center Release 4.6.2 User Guide

IPCC Agent Report Templates

agtskg25: Agent Skill Group Consolidated Half Hour Report

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

The last and first name of the agent.

Derived from: Person.LastName + "," + Person.FirstName 

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.

Derived from: Media_Routing_Domain.EnterpriseName

The agent's 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

The number of ICM Routed tasks this agent has handled.

Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

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

Applicable 
environment

IPCC

Template type

Historical table

Default sort order

By last name, first name, media, skill group, and then by date and 
time

Drilldowns available

No

Schema database 
tables

Agent
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group