Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

agtskg04: Agent Task Detail Activity Report

A code received from the peripheral that indicates the reason for the agent's last state 
change. If not defined, this displays 0.
Note: 

The agent's CTIOS desk settings and CTIOS registry settings need to be configured 
to display the reason code. You can do this in the ICM Configuration Manager's Agent 
Desk Settings List tool.

You must enable reason code reporting by selecting the "agent event detail" check 
box in the ICM Configuration Manager's PG Explorer. 

Derived from: Agent_Skill_Group_Logout.ReasonCode

The total log-on duration of all agents in the media routing domain.

The total log-on duration of all agents in the report.

agtskg04: Agent Task Detail Activity Report

Subject

A table of all agents in the selected skill groups showing agent task 
detail data including information about incoming tasks, outgoing 
tasks, internal tasks, callbacks, and wrap-up work, gathered in 
half-hour increments.

Note: The report time must include the agent’s whole log-on 
session to get accurate times for the tasks.

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 skill group activity 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, skill group, and 
logged on time

Drilldowns available

No

Schema database 
tables

Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group