Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

agtskg24: Agent Skill Group Performance Summary Daily Report

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

The time the agent spent in Wrap Up on incoming and outgoing calls, measured in 
HH:MM:SS (hours, minutes, seconds) format.

Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + 

Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)

The time the agent spent in the BusyOther state during the interval, measured in 
HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf

The total of all agent data for all agents in the skill group.

The total of all agent data for each media routing domain.

The total of all agent data for all agents in report.

agtskg24: Agent Skill Group Performance Summary Daily 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 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 
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