Cisco Cisco IP Contact Center Release 4.6.1 User Guide

See 

 for an illustration of this 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 selected agents showing agent call statistics and 

agent time allocations, 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 agent half-hour activity and performance for the 

selected time period.

Note: Completed tasks are all the tasks which completed 

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

and includes any tasks or calls that began in a prior time 

frame but completed in the selected time. 

This template includes columns from both the Agent21 

and the Agent23 reports for those supervisors that would 

prefer all the information on one report and do not need 

the details provided by the separate Call Summary and 

Performance Summary reports.

Applicable 

environment

ICM and/or IPCC

Template type

Historical table

Default sort order

By agent last name, first name, media routing domain, 

skill group, date, and time

Drilldowns available

No