Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg28: Agent Skill Group Real Time All Fields Report
agtskg28: Agent Skill Group Real Time All Fields Report
Data:
Skill Group
The skill group associated with the task on which the agent is working. If the agent is
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Overview:
Subject
A table of all the selected skill groups listing all the available agent
real-time report data.
real-time report data.
Note: This report is the same report as the Agent28 report except
that this report is first sorted by skill group rather than by agent.
that this report is first sorted by skill group rather than by agent.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound
Option, outbound calls are agent dialed ones.
tasks are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound
Option, outbound calls are agent dialed ones.
Purpose
To show all the available agent skill-group real-time data in the
Agent_Skill_Group_Real_Time database table so that you can
select which data you want for a customized agent skill-group
real-time report.
Agent_Skill_Group_Real_Time database table so that you can
select which data you want for a customized agent skill-group
real-time report.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By skill group, then by agent within skill group, and then by date.
Drilldowns available
No
Schema database
tables
tables
Agent_Real_Time
Agent
Person
Agent_Skill_Group_Real_Time
Skill_Group
Agent
Person
Agent_Skill_Group_Real_Time
Skill_Group