Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Note
For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Conf In
The number of incoming tasks that were conferenced to this agent from other agents
on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Note
For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.
agtskg23: Agent Skill Group Performance Summary Half Hour Report
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's performance statistics, 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.
agent's performance statistics, 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 skill group half-hour performance for the selected time
period.
period.
Applicable environment IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media, skill group, and then by date and
time
time