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
*Query Rule Name
The name of the Outbound Option query rule currently in operation.
Derived from: Query_Rule.QueryRuleName
*Customer Phone
The telephone number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber
*Customer Account
The account number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber
agtskg28: Agent Skill Group real-time All Fields Report
Overview:
Subject A table of all the selected skill groups listing all the available agent
real-time report data.
Note: This report is the same report as the Agent28 report except that this
report is first sorted by skill group rather than by agent.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Note: In the following descriptions, agent-dialed outbound calls or tasks
are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound Option,
outbound calls are agent dialed ones.
Purpose To show all the available agent skill-group real-time data in the
Agent_Skill_Group_Real_Time database table so that you can select
which data you want for a customized agent skill-group real-time report.
Note 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.
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By skill group, then by agent within skill group, and then by date.