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
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.
agtskg22: Agent Skill Group Task Summary Daily Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logged during the report interval.
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's daily totals for incoming and outgoing task counts and
task treatments, gathered in day increments.
Note: This report contains the same data as the Agtskg21 report
except that here the data is gathered by day rather than by half
hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
agent's daily totals for incoming and outgoing task counts and
task treatments, gathered in day increments.
Note: This report contains the same data as the Agtskg21 report
except that here the data is gathered by day rather than by half
hour.
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 daily skill group activity for the selected time period.
Applicable environment IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media, skill group, and then by date and
time
time
Drilldowns available
No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group