Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

ICM WebView Online Help 

Agent Reports

Agents By Skill Group Report Templates

Agents By Skill Group Report Templates

This grouping of agents is useful for a Contact Center Supervisor or team lead that 

is responsible for specific skill groups. For the report, select from the displayed list 

of skill groups in your enterprise. For an overview of skill groups, see 

About Skill 

Groups

.

Note: Reports on agents in skill groups are sorted by media routing domain since 

skill groups can belong to only one media routing domain but agents can belong to 

more than one skill group. This way all the data on an agent in more than one skill 

group remains together.

The following table lists all the ICM Agents by Skill Group report templates that 

WebView

provides. Each of these templates can be used in an IPCC environment, a 

few of them can be used only in an IPCC environment, and most of them can be 

used in either an IPCC or a standard ACD environment. Click the template name 

for a detailed description.

IPCC and/or 

standard ACD

historical 

table

Data on logon duration and 

logout date and time for each 

agent by skill group.

IPCC and/or 

standard ACD

historical 

table

Task detail data collected about 

agent activity on incoming, 

outgoing, internal tasks, and 

callback messages, by skill 

group.

IPCC and/or 

standard ACD

historical 

table

Task detail data collected about 

agent performance (by skill 

group) related to abandoned, 

held, assistance, and conference 

tasks.

Blended 

Agent

real-time 

table

Current agent activity related to 

Blended Agent tasks.

IPCC and/or 

standard ACD

historical 

table

All the tasks handled by each 

agent in the selected skill 

group(s), gathered in half-hour 

increments

Blended 

Agent

historical 

table

Each agent's task detail data 

performance on predictive tasks, 

gathered in half-hour increments

Blended 

Agent

historical 

table

Each agent's performance task 

data for preview calls, gathered 

in half-hour increments.