User Guide

IPCC Agent Report Templates Agent By Skill Group Reports
2- 115
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent By Skill Group Reports
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.
This section includes:
• Summary List of Agent by Skill Group Reports, page 2-115
• Example Agent by Skill Group Report, page 2-118
• Agent by Skill Group Real-Time Reports, page 2-119
• Agent by Skill Group Historical Reports, page 2-128
Summary List of Agent by Skill Group Reports
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.
Template Name
Applicable
Environment Type Description
agtskg03: Agent Skill
Group Logout Status
Report, page 2-128
IPCC and/or
standard ACD
historical
table
Data on logon duration and
logout date and time for
each agent by skill group.
agtskg04: Agent Task
Detail Activity Report,
page 2-130
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.
agtskg05: Agent Task
Detail Performance
Report, page 2-133
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.
agtskg06: Outbound
Option (Blended Agent)
Status Report, page
2-119
Outbound Option
(IPCC and/or
standard ACD)
real-time
table
Current agent activity
related to Blended Agent
tasks.
agtskg07: Agent Skill
Group Task Analysis
Report, page 2-136
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