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
agtskg04: Agent Task Detail Activity Report
Overview:
Subject A table of all agents in the selected skill groups showing agent task detail
data
including information about incoming tasks, outgoing tasks, internal
tasks, callbacks, and wrap-up work, gathered in half-hour increments.
Note The report time must include the agent’s whole log-on session to
get accurate times for the tasks.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show agent skill group activity for the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By last name, first name, media routing domain, skill group, and logged
on t
ime
Drilldowns available No
Schema database tables Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logged. This is the media routing domain with
which the agent's
Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group in which the agent
is active.
Derived from: Skill_Group.EnterpriseName and Agent
_Skill_Group_Half_Hour.SkillTargetId