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
– YES_APP (Application available in media routing domain)
An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD
is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the
MRD, and the agent is not working on a non-interruptible task in another MRD.”
If an agent is ICM-available, then Unified ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former case, only
Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the
agent.
Derived from: Agent_Real_Time.AvailableInMRD
Active Tasks
The number of tasks associated with the skill group that the agent is working on.
Derived from: Agent_Skill_Group_Real_Time.CallsInProgress
Agent by Skill Group Historical Reports
• agtskg03: Agent Skill Group Logout Status Report, page 4-141
• agtskg04: Agent Task Detail Activity Report, page 4-143
• agtskg05: Agent Task Detail Performance Report, page 4-146
• agtskg07: Agent Skill Group Task Analysis Report, page 4-149
• agtskg10: Outbound Option (Blended Option) Predictive and Progressive Tasks Detail Performance
Report, page 4-151
• agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report, page 4-153
• agtskg12: Outbound Option (Blended Agent) Reservation Task Detail Performance Report,
page 4-155
• agtskg21: Agent Skill Group Task Summary Half Hour Report, page 4-157
• agtskg22: Agent Skill Group Task Summary Daily Report, page 4-161
• agtskg23: Agent Skill Group Performance Summary Half Hour Report, page 4-164
• agtskg24: Agent Skill Group Performance Summary Daily Report, page 4-168
• agtskg25: Agent Skill Group Consolidated Half Hour Report, page 4-172
• agtskg26: Agent Skill Group Consolidated Daily Report, page 4-176
• agtskg27: Agent Skill Group Historical All Fields Report, page 4-180