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:
Agent Skill Group
An enterprise name of the skill group (and it's skill target ID) to which the agent belongs.
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID
Agent Name
The agent's enterprise name and the skill target ID of the skill group to which the agent belongs.
Derived from: Agent.EnterpriseName + Agent_Skill_Group_Half_Hour.SkillTargetID
Date Time (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks Ans
The number of tasks answered in the half hour interval. The count for CallsAnswered is updated in
the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Purpose To show all the available agent skill-group historical report data in the
Agent_Skill_Group_Half_Hour database table so that you can select
which data you want for a customized agent skill-group historical report.
Note This report is designed to be saved and exported or copied to
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your
report.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By Skill Group, Agent Enterprise Name, and by interval
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Skill_Group