Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

ICM WebView Online Help 

Agent Reports

agtskg26: Agent Skill Group Consolidated Daily Report

The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM Routed tasks this agent has handled in this skill group.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

The number of ICM routed tasks that abandoned while offered to the agent in 

this skill group and or the number of paused tasks the agent ended.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks offered at the agents terminal or phone that were 

redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The number of incoming calls that were transferred to this agent from other 

agents within the same peripheral that did not go to IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of calls this agent transferred to another agent or skill group. This 

includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of Outgoing external tasks that this agent made during this 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf