User Guide

3-118
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Summary List of Agent by Skill Group Reports
The following table lists all the ICM Agents by Skill Group report templates that WebView
provides. Each of these templates can be used in an IPCC environment, a few of them can
be used only in an IPCC environment, and most of them can be used in either an IPCC or a
ICM environment. Click the template name for a detailed description.
Template Name
Applicable
Env
ironment Type Description
agtskg03: Agent Skill
Group Logout Status
Report, page 3-130
IPCC and/or ICM historical
table
Data on logon duration and
logout date and time for each
agent by skill group.
agtskg04: Agent Task
Detail Activity Report,
page 3-131
IPCC and/or ICM historical
table
Task detail data collected
about agent activit
y on
incoming, outgoing, internal
tasks, and callback messages,
by skill group.
agtskg05: Agent Task
Detail Performance
Report, page 3-134
IPCC and/or ICM historical
table
Task detail data collected
about agent performance (by
skill group) related to
abandoned, held, assistance,
and conference tasks.
agtskg06: Outbound
Option (Blended Agent)
Status Report, page
3-120
Outbound Option
(IPCC and/or ICM)
real-time
table
Current agent activity related
to Blended Agent tasks.
agtskg07: Agent Skill
Group Task Analysis
Report, page 3-137
IPCC and/or ICM historical
table
All the tasks handled by each
agent in the selected skill
group(s), gathered in
half-hour increments
agtskg10: Outbound
Option (Blended
Option) Predictive and
Progressive Tasks
Detail Performance
Report, page 3-139
Outbound Option
(I
PCC and/or ICM)
historical
table
Each agent's task detail data
performance on predictive
tasks, gathered in half-hour
increments
agtskg11: Outbound
Option (Blended Agent)
Preview Task Detail
Performance Report,
page 3-141
Outbound Option
(IPCC and/or ICM)
historical
table
Each agent's performance task
data for preview calls,
gathered in half-hour
increments.
agtskg12: Outbound
Option (Blended Agent)
Reservation Task
Detail Performance
Report, page 3-143
Outbound Option
(I
PCC and/or ICM)
historical
table
Each agent's performance data
for reservation calls, gathered
in half-hour increments