Cisco Cisco IP Contact Center Release 4.6.1 User Guide

An enterprise name of the skill group (and it's skill target ID) to which the agent 
belongs. 
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID

Subject

A table of all the agents in the selected skill groups listing all the 
available agent historical report data for the selected interval.

This report is the same report as the Agent27 report except 
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. 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.

Purpose

To show all the available agent skill-group historical report data in 
the Agent_Skill_Group_Half_Hour database table so that you can 
select which data you want for a customized agent skill-group 
historical report.

This report is designed to be saved and exported or copied 
to another format. For example, you can export the report 
to an Excel spreadsheet and modify the report to suit your 
needs. If that is not acceptable, you can also use a 
third-party tool to customize your report. 

Applicable environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By Skill Group, Agent Enterprise Name, and by interval

Drilldowns available

No

Schema database tables Agent 

Agent_Skill_Group_Half_Hour 

Skill_Group