Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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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
agtskg28: Agent Skill Group Real Time All Fields Report
Data:
Skill Group
The skill group associated with the task on which the agent is working. If the agent is
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Overview:
Subject
A table of all the selected skill groups listing all the available agent
real-time report data.
real-time report data.
Note: This report is the same report as the Agent28 report except that this
report is first sorted by skill group rather than by agent.
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.
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 automated
program-dialed outbound calls. Unless, specified as Outbound Option,
outbound calls are agent dialed ones.
are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound Option,
outbound calls are agent dialed ones.
Purpose
To show all the available agent skill-group real-time data in the
Agent_Skill_Group_Real_Time database table so that you can select
which data you want for a customized agent skill-group real-time report.
Agent_Skill_Group_Real_Time database table so that you can select
which data you want for a customized agent skill-group real-time report.
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.
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.
Applicable environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By skill group, then by agent within skill group, and then by date.
Drilldowns available
No
Schema database tables
Agent_Real_Time
Agent
Person
Agent_Skill_Group_Real_Time
Skill_Group