Cisco Cisco Unified Intelligent Contact Management Software User Guide

An enterprise name of the skill group (and it's skill target ID) to which the agent 
belongs. 
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID

The agent's enterprise name and the skill target ID of the skill group to which the agent 
belongs.
Derived from: Agent.EnterpriseName + Agent_Skill_Group_Half_Hour.SkillTargetID

Subject

A table of all the agents in the selected skill groups listing all the available 
agent historical report data for the selected interval.

Note: This report is the same report as the Agent27 report except that this 
report is first sorted by skill group rather than by agent.

Fields applicable to a voice domain only are prefixed with an asterisk (*). 
Such fields are not applicable for e-mail or collaboration media.

Note: In the following descriptions, agent-dialed outbound calls or tasks 
are different from Outbound Option calls that are program-dialed 
outbound calls. Only fields specified as Outbound Option contain 
automated call data. In all other cases, outbound calls are agent-dialed 
ones.

Purpose

To show all the available agent skill-group historical report data in the 
Agent_Skill_Group_Half_Hour database table so that you can select 
which data you want for a customized agent skill-group historical report.

Note: This report is designed to be saved and exported or copied to another 
format. For example, you can export the report to an Excel spreadsheet and 
modify the report to suit your needs. If that is not acceptable, you can also 
use a third-party tool to customize your report. 

Applicable environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By Skill Group, Agent Enterprise Name, and by interval

Drilldowns available

No

Schema database tables

Agent

 

Agent_Skill_Group_Half_Hour

 

Skill_Group