Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
*Transfer In
The number of incoming tasks in the half hour interval that were transferred to this
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind transferred to an IVR is subsequently transferred
to another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind transferred to an IVR is subsequently transferred
to another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks in the half hour interval that were conferenced to this
agent from other agents 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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
agent from other agents 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.
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.
agtskg22: Agent Skill Group Task Summary Daily Report
Overview:
Subject
A table of all agents in the selected skill groups showing each agent's daily
totals for incoming and outgoing task counts and task treatments, gathered
in day increments.
totals for incoming and outgoing task counts and task treatments, gathered
in day increments.
Note: This report contains the same data as the Agtskg21 report except
that here the data is gathered by day rather than by half hour.
that here the data is gathered by day rather than by half hour.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or collaboration media.
Such fields are not applicable for e-mail or collaboration media.
Purpose
To show daily skill group activity for the selected time period.
Applicable environment
IPCC and/or ICM
Template type
Historical table