Cisco Cisco Administrative Workstation User Guide

Table showing all fields available from the
Skill_Group_Real_Time table.

R

agtskg28: Agent Skill Group Real
Time All Fields

Status Table showing logon duration, logout date-time for
each agent by skill group.

H

agtskg03: Agent Logout

Table of agent call detail activity on incoming, outgoing,
internal calls and callback messages by skill group.

H

agtskg04: Agent Task Detail Activity

Table of agent call detail performance on abandon, assistance,
hold and conference calls by skill group.

H

agtskg05: Agent Task Detail
Performance

Table showing analysis of all the calls handled by an agent
in a skill group

H

agtskg07: Agent Task Analysis

Table of Outbound Option call detail performance on
predictive and progressive calls by skill group.

H

agtskg10: Outbound Option (Blended
Agent) Predictive and Progressive
Calls Detail Performance

Table of Outbound Option call detail performance on preview
calls by skill group.

H

agtskg11: Outbound Option (Blended
Agent) Preview Call Detail
Performance

Table of Outbound Option task detail performance on
reservation calls by skill group.

H

agtskg12: Outbound Option (Blended
Agent) Reservation Call Detail
Performance

Table showing incoming and outgoing call counts and call
treatments in half hour increments.

H

agtskg21: Agent Skill Group Task
Summary Half Hour

Table showing daily totals for incoming and outgoing call
counts and call treatments.

H

agtskg22: Agent Skill Group Task
Summary Daily

Table of Agent Performance Statistics by Skill Group by
Half Hour

H

agtskg23: Agent Skill Group
Performance Summary Half Hour

Table of Agent Performance Statistics by Skill Group by Day

H

agtskg24: Agent Skill Group
Performance Summary Daily

Table showing call statistics and agent time allocations by
half-hour interval.

H

agtskg25: Agent Skill Group
Consolidated Half Hour

Table showing daily totals for call statistics and agent time
allocations by skill and agent.

H

agtskg26: Agent Skill Group
Consolidated Daily

Table showing all fields available from the
Agent_Skill_Group_Half_Hour table.

H

agtskg27: Agent Skill Group Historical
All Fields

Agent by Team

Use these reports to view current activity for agents in a team or to measure and compare agent
performance trends for a team.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)