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
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
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of Unified ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes,
seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Media_Routing_Domain
Overview: