Cisco Cisco IPCC Web Option User Guide
6-153
ICM WebView Online Help
Agent Reports
agtskg24: Agent Skill Group Performance Summary Daily Report
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
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
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
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Title
The name you give it when you save the report.
Subject
A table of all agents in the selected skill groups showing
each agent's daily performance statistics, gathered by
day(s).
Note: This report contains the same data as the Agtskg23
Note: This report contains the same data as the Agtskg23
report except that here the data is gathered by day rather
than by half-hour.
Fields applicable to a voice domain only are prefixed with an
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show skill group daily performance for the selected time
period.
Applicable
environment
IPCC and/or standard ACD
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
Skill_Group_Member