Cisco Cisco IPCC Web Option User Guide

Agent By Skill Group Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

agtskg25: Agent Skill Group Consolidated Half Hour Report

The agent's skill group's enterprise name and skill target ID.

Derived from: Skill_Group.EnterpriseName and 
Agent_Skill_Group_Half_Hour.SkillTargetId

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 

Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

Subject

A table of all agents in the selected skill groups showing 

each agent's task statistics and agent time allocations, 

gathered in half-hour increments.

Note: Completed tasks are all the tasks that completed 

during the time shown (that is, on the row in the report). 

This includes any tasks which began before the time frame 

shown. However, this does not include tasks where the 

caller abandoned in the local ACD queue.

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 activity and performance for the 

selected time period.

Applicable 

environment

ICM and/or IPCC

Template type

Historical table

Default sort order

By last name, first name, media, skill group, and then by 

date and time

Drilldowns available

No

Schema database 

tables

Agent

Agent_Skill_Group_Half_Hour

Media_Routing_Domain

Person

Skill_Group