Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Agent By Skill Group Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

agtskg28: Agent Skill Group Real Time All Fields Report

Subject

A table of all the selected skill groups listing all the available 

agent real-time report data. 

Note: This report is the same report as the Agent28 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.

Note: In the following descriptions, agent-dialed outbound 

calls or tasks are different from Outbound Option calls that 

are automated program-dialed outbound calls. Unless, 

specified as Outbound Option, outbound calls are agent 

dialed ones.

Purpose

To show all the available agent skill-group real-time data in 

the Agent_Skill_Group_Real_Time database table so that 

you can select which data you want for a customized agent 

skill-group real-time report.

Note: 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.

Applicable 

environment

IPCC and/or ICM

Template type

Real-time table

Default sort order

By skill group, then by agent within skill group, and then by 

date.

Drilldowns available

No

Schema database 

tables

Agent_Real_Time 

Agent

Person

Agent_Skill_Group_Real_Time

Skill_Group