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
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
agtskg12: Outbound Option (Blended Agent) Reservation Task Detail Performance Report
Data:
Skill Group
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
– Work Time
– Talk Time
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's performance data for reservation calls, gathered in
half-hour increments.
agent's performance data for reservation calls, gathered in
half-hour increments.
Purpose
To show Outbound Option reservation call performance for the
selected time period.
selected time period.
Applicable environment Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By skill group, agent enterprise name, last name, first name
Drilldowns available
No
Schema database table Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group