Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

The field totals for all skill groups in the media routing domain into which the agents 
were logged during the given interval.

The field totals for all agents in the report.

Subject

A table of all the selected agents listing all the available agent 
historical report data for the selected interval. 

This report is the same report as the Agtskg27 report 
except that this report is first sorted by agent rather 
than by skill group. 

Fields applicable to a voice domain only are prefixed with 
an asterisk (*). Such fields are not applicable for e-mail 
or collaboration media. 

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 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 historical 
report.

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 agent team, agent skill ID, agent last name, agent first 
name, and date and time

Drilldowns available

No

Schema database table Agent 

Person 

Agent_Skill_Group_Half_Hour 

Skill_Group