User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
Media Summary
The field totals for all skill groups in the media routing domain into which the agents were logged
durin
g the given interval.
Report Summary
The field totals for all agents in the report.
agent27: Agent Historical All Fields Report
Overview:
Subject A table of all the selected agents listing all the available agent historical
report data for the selected interval.
Note 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 web
media.
In the following descriptions, agent-dialed outbound calls or
tasks are dif
ferent 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.
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.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By agent team, agent skill ID, agent last name, agent first name, and
dat
e and time
Drilldowns available No
Schema database table Agent
Person
Agent_Skill_Group_Half_Hour
Skill_Group