Cisco Cisco IP Contact Center Release 4.6.1 User Guide
6-133
ICM WebView Online Help
Agent Reports
agtskg05: Agent Task Detail Performance Report
agtskg05: Agent Task Detail Performance 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. This is the media
routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName
Derived from: Skill_Group.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
agent data collected about agent performance relating to
abandoned, held, assistance, and conference calls/tasks,
gathered in half-hour increments.
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 agent performance in a skill group 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 routing domain, and skill
group
Drilldowns available
No
Schema database
table
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group
Skill_Group_Member