Cisco Cisco IP Contact Center Release 4.6.1 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
Report Summary
The total of all agent data for all agents in report.
agtskg21: Agent Skill Group Task Summary Half Hour Report
See
for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logged during the report interval.
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Overview:
Subject
A table of all agents in the selected skill groups showing each agent's
incoming and outgoing task counts and task treatments, gathered in
half-hour increments.
incoming and outgoing task counts and task treatments, 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.
Such fields are not applicable for e-mail or collaboration media.
Purpose
To show skill group half-hour activity 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
Drilldowns available
No
Schema database tables
Agent
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group