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 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.
agtskg25: Agent Skill Group Consolidated Half Hour Report
See Agtskg25, page 10-13 for an illustration of this report.
Overview:
Subject A table of selected agents showing agent call statistics and agent time
al
locations, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an asteri
sk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show agent half-hour activity and perfor
mance for the selected time
period.
Note Completed tasks are all the tasks which completed during the
time shown (that is, on the row in the report) and includes any
tasks or calls that began in a prior time frame but completed in
the selected time.
This template includes columns from both the Agent21 and the Agent23
reports for those supervisors that would prefer all the information on one
report and do not need the details provided by the separate Call Summary
and Performance Summary reports.
Applicable environment Unified ICM, Unified CCE
Template type Historical table
Default sort order By agent last name, first name, media
routing domain, skill group, date,
and time
Drilldowns available No
Data:
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