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
agtskg26: Agent Skill Group Consolidated Daily Report
Media Summary
The total of all agent data for each media routing domain.
Note: The agent state time percentages in the Media Summary row will only add up to
100% when ALL of the skill groups for an agent have been selected. When viewing a
subset of an agent's skill groups, the percentages may not balance.
Note: The agent state time percentages in the Media Summary row will only add up to
100% when ALL of the skill groups for an agent have been selected. When viewing a
subset of an agent's skill groups, the percentages may not balance.
Report Summary
The total of all agent data for all agents in report.
agtskg26: Agent Skill Group Consolidated Daily Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's daily task statistic totals and agent time allocations,
gathered in day increments.
agent's daily task statistic totals and agent time allocations,
gathered in day increments.
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned in
the local ACD queue.
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned in
the local ACD queue.
This report contains the same data as the Agtskg25 report except
that here the data is gathered by day rather than by half hour.
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.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show skill group activity and performance for the selected time
period.
period.
Applicable
environment
environment
IPCC
Template type
Historical table
Default sort order
By last name, first name, media, skill group, and then by date and
time
time
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Media_Routing_Domain
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Media_Routing_Domain