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
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hou
rs, minutes, seconds) that the agent spent in conference on
agent-initiated tasks during the interval. This value includes hold time associated with the
conference tasks.
Derived from: (Agent_Skill_Group_Half_Ho
ur.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf)/
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total agent data.
Report Summary
The total data for all agents in the report.
agtskg07: Agent Skill Group Task Analysis Report
See Agtskg07, page 10-12 for an illustration of this report.
Overview:
Subject A table of all agents in the selected ski
ll groups analyzing all the
tasks handled by each agent, gathered in half-hour increments.
Fields applicable to a voice domain only are pre
fixed with an
asterisk (*). Such fields are not applicable for e-mail or web media.
Purpose To show all agent tasks in a skill group(s) for the selected time
perio
d
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By last name, first name, media routing domain, skill group, date,
an
d time
Drilldowns available No
Schema database table Agent
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