Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Blended Agent Reports

Blended agent historical reports

agtskg11: Blended Agent Preview Task Detail Performance Report

The enterprise name of the skill group.
Derived from: Skill_Group.EnterpriseName

The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName

The total handle time in seconds for completed outbound preview calls han-

dled by the agent in the skill group during the half-hour interval. Handle time 

includes three values taken from the Termination_Call_Detail records:
WorkTime
TalkTime
HoldTime
The AgentPreviewCallsTime measurement begins at the time the call initiates, 

and ends at the time the agent completes any after-call work for the call. The 

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 performance call data for preview calls, gathered in 

half-hour increments.

Purpose

To show blended agent preview call performance for the 

selected time period.

Applicable 

environment

Blended Agent

Template type

Historical table

Default sort order

By last name, first name, media, 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