Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Skill Group Reports
2 IPCC Agent Report Templates
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
agtskg12: Outbound Option (Blended Agent) Reservation Task Detail
Performance Report
Data:
Skill Group
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Overview:
Subject
A table of all agents in the selected skill groups showing
each agent's performance data for reservation calls,
gathered in half-hour increments.
Purpose
To show Outbound Option reservation call performance for
the selected time period.
Applicable
environment
Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By skill group, agent enterprise name, last name, first
name
Drilldowns available
No
Schema database
table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group