Cisco Cisco E-Mail Manager Unity Integration Option Guía Del Usuario
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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
agtskg07: Agent Skill Group Task Analysis Report
See
for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group to which the agent is associated.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Overview:
Subject
A table of all agents in the selected skill groups
analyzing all the tasks handled by each agent,
gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed
with an asterisk (*). Such fields are not applicable for
e-mail or collaboration media.
Purpose
To show all agent tasks in a skill group(s) for the
selected time period
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media routing domain, skill
group, date, and time
Drilldowns available
No
Schema database
table
Agent
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group