Cisco Cisco IPCC Web Option User Guide

The total of all agent data for each media routing domain.

The agent state time percentages in the Media Summary row will only add up to 100% 
when ALL of the skill groups for an agent have been selected.  When viewing a subset 
of an agent's skill groups, the percentages may not balance.

The total of all agent data for all agents in report.

See 

 for an illustration of this report.

The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and 
Agent_Skill_Group_Half_Hour.SkillTargetId

Overview:
Subject

A table of all agents in the selected skill groups showing each 
agent's daily task statistic totals and agent time allocations, 
gathered in day increments.

Completed tasks are all the tasks that completed during 
the time shown (that is, on the row in the report). This 
includes any tasks which began before the time frame 
shown. However, this does not include tasks where the 
caller abandoned in the local ACD queue.

This report contains the same data as the Agtskg25 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 skill group activity and performance for the selected 
time period.

Applicable environment ICM and/or IPCC
Template type

Historical table

Default sort order

By last name, first name, media, skill group, and then by date 
and time

Drilldowns available

No

Schema database 
tables

Agent 

Agent_Skill_Group_Half_Hour 

Person 

Skill_Group 

Media_Routing_Domain