Cisco Cisco IPCC Web Option 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
*Emerg Assist
(IPCC only) The number of emergency assistance request tasks by the agent during
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Supv Assist
The number of supervisory assistance tasks during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
Redirect No Answer
The number of tasks during the selected time period that were redirected (sent to
another location) on failure to answer or to respond. The value is incremented at the
time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
another location) on failure to answer or to respond. The value is incremented at the
time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Skill Group Summary
A summary of each field for all agents in each skill group.
Media Summary
A summary of each field for all the agents in each media routing domain.
Agent Summary
A summary of each field for each agent.
Report Summary
A summary of each field for all agents in the report.
agtskg10: Outbound Option (Blended Option) Predictive and Progressive Tasks Detail
Performance Report
Performance Report
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's call detail data performance on predictive calls, gathered
in half-hour increments.
agent's call detail data performance on predictive calls, gathered
in half-hour increments.
Purpose
To show Outbound Option predictive and progressive call
performance for the selected time period.
performance for the 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