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 Skill Group Reports
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 4-127
• Agent by Skill Group Real-Time Reports, page 4-129
• Agent by Skill Group Historical Reports, page 4-140
Summary List of Agent by Skill Group Reports
The following table lists all the Unified ICM Agents by Skill Group report templates that WebView
provides. Each of these templates can be used in a Unified CCE environment, a few of them can be used
only in a Unified CCE environment, and most of them can be used in either Unified CCE or Unified ICM
environment. Click the template name for a detailed description.
Template Name
Applicable
Environment
Type Description
agtskg03: Agent Skill
Group Logout Status
Report, page 4-141
Unified CCE,
Unified ICM
historical table Data on logon duration and logout
date and time for each agent by
skill group.
agtskg04: Agent Task
Detail Activity Report,
page 4-143
Unified CCE,
Unified ICM
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 4-146
Unified CCE,
Unified ICM
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 4-129
Outbound Option
(Unified CCE,
Unified ICM)
real-time table Current agent activity related to
Blended Agent tasks.
agtskg07: Agent Skill
Group Task Analysis
Report, page 4-149
Unified CCE,
Unified ICM
historical table All the tasks handled by each
agent in the selected skill
group(s), gathered in half-hour
increments