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: % Busy Other
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Note The agent state time percentages in the Media Summary row will only add up to 100% when
ALL of the skill groups for an agent have been selected.
When viewing a subset of an agent's
skill groups, the percentages may not balance.
Report Summary
The total of all agent data for all agents in report.
agtskg26: Agent Skill Group Consolidated Daily Report
See Agtskg26, page 10-13 for an illustration of this report.
Overview:
Subject A table of all agents in the selected skill groups showing each agent's
daily task statistic totals and agent time allocations, gathered in day
increments.
Note Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks
which began before the time frame shown. However, this does
not include tasks where the caller abandoned in the local ACD
queue.
This report contains the same data as the Agtskg25 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 skill group activity and performance for the selected time
period.
Applicable environment Unified ICM, Unified CCE
Template type Historical table
Default sort order By last name, first name, media, skill group, and then by date and time