Cisco Cisco IPCC Web Option User Guide
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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169
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*Conf In
The number of incoming tasks that were conferenced to this agent from other agents
on the same peripheral that did not go to the IVR for queuing.
on the same peripheral that did not go to the IVR for queuing.
Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.
agtskg23: Agent Skill Group Performance Summary Half Hour Report
Overview:
Subject
A table of all agents in the selected skill groups showing
each agent's performance statistics, gathered in half-hour
increments.
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 half-hour performance for the selected
time period.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media, skill group, and then by
date and time