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
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total data for an agent.
Report Summary
The total data for all agents in the report.
agtskg05: Agent Task Detail Performance Report
Overview:
Subject A table of all agents in the selected skill groups showing agent data
collected about agent performance relating to abandoned, held,
assistance, and conference calls/tasks, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
S
uch fields are not applicable for e-mail or web media.
Purpose To show agent performance in a skill g
roup 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, and skill group
Drilldowns available No
Schema database table 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