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 Team Reports
Router Longest Task Q
The time when the longest call in queue was queued for the agent.
Derived from: Agent_Real_Time.RouterLongestCallQ
Derived from: Agent_Real_Time.RouterLongestCallQ
agteam29: Agent SkillGroup Assignments Real-Time
See
for an illustration of this report.
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Derived from: Agent_Team.EnterpriseName
Supervisor
The team's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
Derived from: Person.LastName + ' ' + Person.FirstName
Overview:
Subject
Table showing the skill groups assigned to the agents for a given team.
Purpose
Provides information to supervisors on the number of agents on their
team and their current skill group assignments. This report is useful for
supervisors who do not have access to an AW; it is useful when using
the Dynamic Reskilling tool.
team and their current skill group assignments. This report is useful for
supervisors who do not have access to an AW; it is useful when using
the Dynamic Reskilling tool.
Applicable environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
Agent Team, Supervisor, Agent Last Name, Agent First Name, Media,
SkillGroup Member
SkillGroup Member
Drilldowns available
No
Schema database tables
Person
Agent
Agent_Team_Member
Agent_Team
Skill_Group_Member
Skill_Group
Media_Routing_Domain