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
*Agent State Times: Reserved Time
The time the agent spent in the Reserved state in the half hour interval waiting for Unified ICM
routed call to arrive, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other
The time the agent spent in the BusyOther state in the half hour interval, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Agent Summary
The total of all agent data for each media routing domain.
Report Summary
The total of all agent data for all agents in report.
agtskg24: Agent Skill Group Performance Summary Daily Report
Overview:
Subject A table of all agents in the selected skill groups showing each agent's daily
performance statistics, gathered by day(s).
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Note This report contains the same data as the Agtskg23 report except
that here the data is gathered by day rather than by half-hour.
Purpose To show skill group daily performance 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