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
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group to which the agent is associated.
Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Tasks Handled
The total tasks handled by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Barge In Tasks
(Unified CCE only) The number of tasks barged in either by the supervisor or on the agent during
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept Tasks
(Unified CCE only) The number of tasks intercepted either by the supervisor or on the agent during
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Emerg Assist
(Unified CCE only) The number of emergency assistance request tasks by the agent during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Supv Assist
The number of supervisory assistance tasks during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf