Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

agtskg05: Agent Task Detail Performance Report

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

The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that 
were processed by the agent during the interval.

Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf

The percentage of all calls handled by the agent for the period that were callback 
messages.

Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The total data for all agents in the media routing domain.

The total data for an agent.

The total data for all agents in the report.

agtskg05: Agent Task Detail Performance 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 
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