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Cisco Cisco IP Contact Center Release 4.6.2 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
*CB Messages: Total Tasks
The total number of callback messages that were processed by the agent during the 
interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that 
were processed by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: % Time
The percentage of all calls handled by the agent for the period that were callback 
messages.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total data for an agent.
Report Summary
The total data for all agents in the report.
agtskg05: Agent Task Detail Performance Report
Overview:
Subject
A table of all agents in the selected skill groups showing agent 
data collected about agent performance relating to abandoned, 
held, assistance, and conference calls/tasks, gathered in 
half-hour increments.
Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.
Purpose
To show agent performance in a skill group for the selected time 
period.
Applicable environment IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media routing domain, and skill group