Cisco Cisco IPCC Web Option 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
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other
The time the agent spent in the BusyOther state in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
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.
Report Summary
The total of all agent data for all agents in report.
agtskg24: Agent Skill Group Performance Summary Daily Report
Overview:
Subject
A table of all agents in the selected skill groups showing each agent's daily
performance statistics, gathered by day(s).
performance statistics, gathered by day(s).
Note: This report contains the same data as the Agtskg23 report except that
here the data is gathered by day rather than by half-hour.
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 skill group daily performance 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