Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

Agent By Skill Group Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

agtskg27: Agent Skill Group Historical All Fields Report

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

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