Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Skill Group Reports
2 IPCC Agent Report Templates
agtskg30: IPCC Agent Skill Group Real Time Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Skill Group
The skill group associated with the task on which the agent is currently working. If the
agent is not involved in any task in the media routing domain, this field shows Not
Applicable. Since an agent can be logged into multiple skill groups, this field is not filled
until the agent is assigned a task.
agent is not involved in any task in the media routing domain, this field shows Not
Applicable. Since an agent can be logged into multiple skill groups, this field is not filled
until the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID
Queued Now
The number of tasks currently queued for the skill group.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Overview:
Subject
A table showing current agent status within the specified
skill group(s).
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 current status
Applicable
environment
IPCC only
Template type
Real-time table
Default sort order
By skill group name and agent name
Drilldowns available
No
Schema database
tables
Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Skill_Group_Real_Time
Agent_Skill_Group_Real_Time
Controller_Time