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
agtskg22: Agent Skill Group Task Summary Daily Report
Overview:
Subject A table of all agents in th
e selected skill groups showing each agent's daily
totals for incoming and outgoing task counts and task treatments, gathered
in day increments.
Note: T
his report contains the same data as the Agtskg21 report except
that here the data is gathered by day rather than by half hour.
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 daily 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, 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
The date when the record was generated i
n MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime