Cisco Cisco IPCC Web Option 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
agtskg10: Outbound Option (Blended Agent) Predictive and Progressive
Tasks Detail Performance Report
Data:
Skill Group Enterprise Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time, in HH:MM:SS (hours, minutes, seconds) for completed AutoOut
(predictive) calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
(predictive) calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Overview:
Subject
A table of all agents in the selected skill groups showing
each agent's call detail data performance on predictive
calls, gathered in half-hour increments.
Purpose
To show Outbound Option predictive and progressive call
performance for the selected time period.
Applicable
environment
Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By skill group, agent enterprise name, last name, first
name
Drilldowns available
No
Schema database
table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group