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
agtskg21: Agent Skill Group Task Summary Half Hour Report
See Agtskg21, page 10-12 for an illustration of this report.
Overview:
Subject A table of all agents in the selected skill groups showing each agent's
incomi
ng and outgoing task counts and task treatments, gathered in
half-hour increments.
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 skill group half-hour 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, skill group, and then by date and time
Drilldowns available No
Schema database tables 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
Media
The media routing domain into which the agent is logged during the report interval. This is the
med
ia routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Agent
_Skill_Group_Half_Hour.SkillTargetId
Date Time
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:
MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime