Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung

The agent's last and first name.
Derived from: Person.LastName + ', ' + Person.FirstName and 
Agent_Skill_Group_Half_Hour.SkillTargetID

The agent's skill group's enterprise name and skill target ID associated with the task.
Derived from: Skill_Group.EnterpriseName  and 
Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID

Subject

A table of all the selected agents listing all the available agent historical 
report data for the selected interval. 

Note: This report is the same report as the Agtskg27 report except that 
this report is first sorted by agent rather than by skill group.

Fields applicable to a voice domain only are prefixed with an asterisk 
(*). Such fields are not applicable for e-mail or collaboration media.

Note: In the following descriptions, agent-dialed outbound calls or 
tasks are different from Outbound Option calls that are program-dialed 
outbound calls. Only fields specified as Outbound Option contain 
automated call data. In all other cases, outbound calls are agent-dialed 
ones.

Purpose

To show all the available agent historical report data in the 
Agent_Skill_Group_Half_Hour database table so that you can select 
which data you want for a customized agent historical report.

Note: This report is designed to be saved and exported or copied to 
another format. For example, you can export the report to an Excel 
spreadsheet and modify the report to suit your needs. If that is not 
acceptable, you can also use a third-party tool to customize your report. 

Applicable environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By agent team, agent skill ID, agent last name, agent first name, and 
date and time

Drilldowns available

No

Schema database table

Agent

 

Person

 

Agent_Skill_Group_Half_Hour

 

Skill_Group