Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
Net Cons Out
The number of network consultative calls completed by agents who have at least one
call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent By Skill Group Reports
This grouping of agents is useful for a Contact Center Supervisor or team lead that is
responsible for specific skill groups. For the report, select from the displayed list of skill
groups in your enterprise. For an overview of skill groups, see About Skill Groups.
Note: Reports on agents in skill groups are sorted by media routing domain since skill groups
can belong to only one media routing domain but agents can belong to more than one skill
group. This way all the data on an agent in more than one skill group remains together.
This section includes:
•
responsible for specific skill groups. For the report, select from the displayed list of skill
groups in your enterprise. For an overview of skill groups, see About Skill Groups.
Note: Reports on agents in skill groups are sorted by media routing domain since skill groups
can belong to only one media routing domain but agents can belong to more than one skill
group. This way all the data on an agent in more than one skill group remains together.
This section includes:
•
•
•