Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Agent Reports

2      IPCC Agent Report Templates

agent27: Agent Historical All Fields Report

Subject

A table of all the selected agents listing all the available 

agent historical report data for the selected interval. 

Note: This report is the same report as the Agtskg27 

report except that this report is first sorted by agent 

rather than by skill group.

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 program-dialed outbound calls. Only 

fields specified as Outbound Option contain automated 

call data. In all other cases, outbound calls are 

agent-dialed ones.

Purpose

To show all the available agent historical report data in 

the Agent_Skill_Group_Half_Hour database table so that 

you can select which data you want for a customized 

agent historical report.

Note: This report is designed to be saved and exported 

or copied to another format. For example, you can export 

the report to an Excel spreadsheet and modify the report 

to suit your needs. If that is not acceptable, you can also 

use a third-party tool to customize your report. 

Applicable 

environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By agent team, agent skill ID, agent last name, agent 

first name, and date and time

Drilldowns available

No

Schema database 

table

Agent

Person

Agent_Skill_Group_Half_Hour

Skill_Group