Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg27: Agent Skill Group Historical All Fields Report
agtskg27: Agent Skill Group Historical All Fields Report
Data:
Agent Skill Group
An enterprise name of the skill group (and it's skill target ID) to which the agent
belongs.
belongs.
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID
Agent Name
The agent's enterprise name and the skill target ID of the skill group to which the agent
belongs.
belongs.
Derived from: Agent.EnterpriseName + Agent_Skill_Group_Half_Hour.SkillTar-
getID
Overview:
Subject
A table of all the agents in the selected skill groups listing all the
available agent historical report data for the selected interval.
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.
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.
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.
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.
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.
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
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort order
By Skill Group, Agent Enterprise Name, and by interval
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Skill_Group_Half_Hour
Skill_Group
Agent_Skill_Group_Half_Hour
Skill_Group